Customer Relationship Management
Customer Relationship Management is a set of process that has been developed using technology to increase business profit by better customer interaction. Customer Service, Ticket raising, Support, Task Team definitions, Workflow definitions, Escalation Matrix definitions contribute to its uniqueness of CRM.
Customer Relationship Management/ Help Desk Management module submits trouble tickets (form-based support requests) through your web site. Help desk representatives can also raise the ticket on behalf of the customer. As a result, you can ensure multiple modes of ticket raising i.e via phone or from the website. Help Desk Management software is a tracking tool that enables your team to track, route and manage customer support requests. As a result, your organization can provide efficient and superior service, with increased customer satisfaction and retaining satisfied and loyal customers.
CRM and Help desk Management Software comprises of ticketing, workforce management, task team definitions workflow and escalation matrix. The support request can be routed to the specialized team in the department based on the skill. The efficient escalation matrix ensures effective control.
Features of Customer Relationship Management
The CRM Module supports role-based access control for the internal users and that enables privacy and security of the data.
Allows external users to login to the system and know the status of the complaint he has raised. If the complaint is unaddressed over a period of time, the user can follow up the same through the system.
The CRM software application, the customers /beneficiaries can register their complaints through Web Portal/Through help desk. In iBusiness suite, CRM is having an upgrade feature or integrate with IVR and Call routing facilities.
The Help Desk System is having provision for defining escalation matrix and it will be automatically escalated through the departments using organizational hierarchies as defined in the system.
The system supports the building of predefined skill-based task teams to handle each nature of complaints under respective departments. iBusiness suite CRM also supports inter-department team building to handle tasks which need to be handled jointly by multiple departments
CRM software having user-friendly dashboards too track complaints, work in progress and escalation if any of the cases.
Provision for multiple modes of communication like E-mail/ SMS Alerts etc
In the application you can get the complete case history of each customer issues information like Observations, Actions taken, complaint status, against each complaint, pending work status, etc. And also can identify frequent failure points.
Extensive MIS and Reports: Department wise, Executive wise, Customer wise, Docket Status wise (Eg. Submitted /Processing /Closed, etc.) Search: Docket Number Basis/ Subject/ Body/ Keyword Basis