- Key Functions & Features
- Interaction Management
What are the uses of CRM?
You can manage your business
Supports the staff with daily structured activities
Provide marketing support by tracking the source and status of leads
Provides sales & services as a consolidated view of the customer
Cross Sell / Up Sell
Expenses / Claims Management
Product & Campaign Management.
Lead Stage, Nature, Priority, Rating Configurations
Response / Sub Response Configuration based on Product
Channel Partner Management / Commission Management Call Centre Management with IVR Integration
Social Media Interfacing (Facebook, Twitter, Linked-In) for campaign data publishing and response pulling.
Campaigns, Road Shows, Campaign Description, Campaign Approval Workflow, Campaign Activity Calendar
Email / SMS Campaign, Attach Leads from multiple channels at any time for a campaign and analyze results
Collection of Leads from multiple channels like Web Leads, SMS Leads, Database, Existing Customers Data mining, and Walk in Leads, Referral Leads etc. and Lead Allocation based on Work flow configurations.
Logistics Management for managing all promotional materials (Procurement, Inventory and Warehouse Management System)
Available over Mobile devices like Smart Phones, Tablet, PCs, Laptops, iPad etc. (GPRS / 3G) for online response and uploading of images from the mobile device.
Sending of information / profiles over interaction by selecting the appropriate template and send on-the-fly.
Display of complete portfolio of existing customers in Lead Screens / Merging of Duplicate Customers.
Tight integration with back office for processing of any other data / physical data by courier
Dynamic Field Manager – for configuring up to 20 additional Fields in Lead Screen.
Target Setting, Target Vs. Actual, Individual Rating, Incentive Management
Auto Lead Generation based on Lead Profile and other Product Profiles
Tracking of status on Lead till Account Creation.
Work Flow Management for Lead Management
Re-churn, Reassign and Transfer of Leads
Do not Call Repository Management
Reminder / TAT / Escalation
⚆ Knowledge Base
⚆ KYC Management
⚆ Channel Partner Management
⚆ Campaign & Event Management
⚆ Commissions & Trail Commissions
⚆ Enterprise-wide Lead Management
⚆ Channel Partner | Contact & Activity
⚆ Customer Relationship Management
⚆ Lead Management | Targets | Incentives
⚆ Inbound / Out Call Centre—IVR Integration
⚆ CRM Stage 1—Customer Profile & Activation
⚆ Work Flow / Notifications / Alerts / Escalation
⚆ Auto Lead Generation / Email & SMS Campaigns
⚆ Electronic Application Processing - customer onboard management
Customer Interaction Management
Customer Self Service Portal—Web / Mobile / SMS & Email
Reminders / Escalations / Transfers / Reassign of incidents / queries
Provision to attach any type of documents against any incidents / queries at any stage.
Social Media Interfacings for posting status of incidents along-side cross sell / up sell opportunities.
Auto reading of Emails / SMS / bulk uploaded incidents and process them by initiating appropriate workflow
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.
Single screen – displays all open incidents, closed incidents, customer data, security questions for verifications, changes as displaying of key data on 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 for handling incidents / queries. Workflow can be configured against any categories. User based / Role based workflow with TAT & Escalation Matrix is available.
Knowledge base – Repository of all documents / incidents for quick reference by Customer Service Team for processing.