Customer Relationship Management Software
It is a 100% web based Customer Relationship / Incident / Lead Management
System helps enterprise corporates from diversified verticals viz. Banking, Insurance,
Retail, Financial Services, Securities, Health Care, Manufacturing and others. It
is the unique solution that addresses the needs of Sales & Marketing, Customer Service,
Business Intelligence, Call Centre, Back Office, Product Management, Business Process
Management, IT and other departments that are either directly connected to Customers
and needs information on the customers and their transactions.
It helps in right from KYC Process, Confirmation & Process fulfilment
of Customer Acquisition with necessary workflow, Managing Priority Customers, Customer
Incident Management (Interaction Management) from multiple Channels including Email
/ Web / Walk-in, External Agencies, Postal , SMS with workflow depending on Channel.
It is 100% Audit Trail Enabled and is Unicode based Multi- Lingual Compliant.
It offers enriched Business Dashboards and Reports of Graphical and Data
that provides real-time visibility of all activities pertaining to CRM in addition
to analytics for sustainable business goals. It is tightly integrated
with SMS & Email.
Customer Interaction Management
- CRM Stage I - Know Your Customer
- Customer Acquisition Process
completion with workflow
- Priority Customer Management
- Customer Self Service Portal—Web
/ Mobile / SMS & Email
- Customer Incident & Interaction
Management / Query Tagging – Collation of queries from multiple channels – Email,
SMS, Walk-in, Postal (courier), Inbound Call Center, Website Complaints / Queries,
Received from External agencies like Government, Legal entities etc.
- Inbound Call Centre – IVR
- Single screen – displays all
open incidents, closed incidents, customer data, security questions for verifications,
displaying of key data of customer, registering and processing current incident/query,
customer transactions, customer data, Tagging to Master Incident, etc.
- Configurable workflow – with
which user can dynamically create and manage categorizations & sub categorizations
(up to ‘n’ Level) for handling incidents / queries. Workflow can be configured against
any categories. User based / Role based workflow with TAT & Escalation Matrix is
- Auto reading of emails / SMS
/ bulk uploaded incidents and process them by initiating appropriate workflow
- Customer notification through
Email / SMS / Customer Portal.
- Provision to attach any type
of documents against any incidents / queries at any stage.
- Knowledge base – Repository
of all documents / incidents for quick reference by Customer Service Team for processing.
- Reminders / Escalations /
Transfers / Reassign of incidents / queries
- Social Media Interfacing for
posting status of incidents along-side cross sell / up sell opportunities.
- Cross Sell & Up Sell
- Complaint Disposal Management
- Service Feedback Management
- Click to Call Function—for
Call Back to Customer
- 100% Web based Solution, supports
Cloud infrastrcutre as well.
- Accessible on Laptops, Desktops,
iPADs, Tablets, Smart Phones etc. irrespective of their Operating System.
- Unicode Based Multi Lingual
Complilant. For Arabic LTR Support.
- Upload using Excel / .CSV
- Multi Document attachment
facility (even scanned copies can be attached)
- Tightly Integrated modules
ensures replication of data cross functionalities - avoid duplicate / same entry
- Inbuilt Middle-ware for To
& Fro Data Sharing
- Latest Technology - Microsoft
Visual Studio 2012, ASP.NET 4.5, C#, Ajax, XML / JSAN, MVC Architecture. Support
MS SQL 2005 onwards and Oracle 8i onwards.
- Archhitecture / Performance
/ Scalability Certified by Microsoft
- Horizontal & Vertical
- Report Generation Tool - Letter
Based / Data based / Graphical Reports - with Automated Delivery Facililty
- Business Dash Boards
- Graphical & Data based
- Email & SMS 2 way (Push/Pull)
- Audit Trail Enabled
- Report Generation Tool
- Microsoft Certified—Performance