Customer Relationship Management(CRM) Software

Customer relationship management (CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle.

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 (KYC) Process
  • 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 supported.
  • 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 available.
  • 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 files.
  • Multi Document attachment facility (even scanned copies can be attached)
  • Tightly Integrated modules ensures replication of data cross functionalities - avoid duplicate / same entry multi times.
  • 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 Scalability
  • Report Generation Tool - Letter Based / Data based / Graphical Reports - with Automated Delivery Facililty


  • Business Dash Boards
  • Graphical & Data based Reports
  • Email & SMS 2 way (Push/Pull) Integration
  • Audit Trail Enabled
  • Report Generation Tool
  • Microsoft Certified—Performance / Scalability
Microtelesoft approach is to take your project, and break it up into modules to quickly decide on your exact requirements. We will then build a quote, and a project plan after the work is agreed on.