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CRM (Customer Relationship Management) is a business strategy, in which the
whole business process revolves keeping the Customer as the Center Point.
According to this strategy the Corporate are managing a very good relationship
(interaction) with their Customer and in-turn they are getting a good Business
from their Customers. For interacting with the Customers the Corporate found
that, the electronic mode will be the best of all the other modes and
implemented all their business strategies electronically to maintain good
relationship management with their Customers. Thus evolves eCRM.
eCRM Framework:
Our eCRM Solution converts the Browsers as Customers. We offer the following
e-CRM Services to our Customers to serve their Customers to maintain a very
good relationship with them.
1. Intelli FAQ:
This is an intelligent model of displaying the FAQs of the Product. This
Intelli FAQ is interactive for the users to browse through the FAQs. The
features of the Intelli FAQ are as follows.
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The Intranet Administrator can modify the contents and the position of the FAQ
at any time through the Intranet site. It doesn't require any knowledge of Web
page design. This will enable the constant updating of the web site.
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The FAQs are categorized and listed to help the users to navigate easily
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The Intelligent Search Engine lists the FAQs relevantly as per the Userås
requirements.
2. 24X7 Online Rep:
This is a live Chat available in the site through which, the web users can have
a chat with the CSR (Customer Service Representative) to clear their doubts
about the Product/Service. The features of the 24X7 Online Rep are as follows.
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The 24X7 Online Rep will enable the users to have an interactive Chat with the
CSR.
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The CSR can handle as many as number of users at a time. He can restrict the
number of users to be connected at a time.
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While all the CSRs are engaged with the Customer, then the position of the user
in the queue will be displayed in the user screen and it will be updated as and
when he moves forward in the queue. (To convince the user that soon he will be
connected).
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The CSR can send some templates to the user screen about the product without
typing it again and again.
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The CSR can make a new window to open in the user end with a specified web site
loaded.
3. Message Management:
Message Management is the easy way of managing the messages sent by the Users
from the web site (Feedback, Queries etc) and also properly replying the users
to enable good relationship with the Customer.
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Message Management is the easy way of managing the messages sent by the Users
from the web site (Feedback, Queries etc) and also properly replying the users
to enable good relationship with the Customer.
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The Messages sent by the users are routed to the particular person in the
organization automatically depends on the nature of the Message or any other
Parameter.
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The Messages are going to be stored in a central Database. (Which can be used
in future for any other Marketing Campaigns)
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The Message Management can forecast easily and automatically on any of the
Marketing Parameter.
4.Intelli Support:
This is a module intend for the Customers who has already bought any product.
This will be a wizard, which helps the Customer to Fixup the Problem found in
their Product by themselves.
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Intelli Support is an interactive self-support by which the Customer itself can
fix up the small Problems found in the Product themselves.
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The Intranet Administrator can update the Intelli Support Wizard as and when
required.
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As the Customers are fixing up the small problems by themselves, it saves time
of the Customer as well as the Service Engineers
5.WebTicket Booking:
This is also a module intend for the Customers who has already bought any
product. This will enable the Customers to book up their service calls from the
website.
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Webticket booking enables the Customer to book up the service calls through the
Website. (Cheaper Mode of Communication comparing to Phone or FAX)
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While booking the webticket the Automatic Search will search the previously
entered web tickets from the knowledge base and if any similar call ticket is
available then it will immediately pop up the rectification done for that call
ticket. This can fix up the Problem in the product even by the Customer itself.
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The webticket can be routed to the Service Engineer who is experienced of
fixing up the problem of that particular type.
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Our Webticket routes the Ticket details to the Service center located nearby to
the Customer place automatically. This enables faster service for the
Customers. (Advance Pack has the Option of forwarding the Call Ticket details
to the Service Engineer's PDA).
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