CRMIT offers a complete Service Automation system that helps service representatives capture, manage and resolve customer support requests without losing sight on up-selling and cross-selling opportunities. The flexibility of Oracle CRM OnDemand technology enables you to implement rapidly and save cost irrespective of unique service processes and complexities.

From advanced service ticket and return management tools to robust reporting and business analytics capabilities, CRMIT's solutions puts you in complete control of your customer’s expectations. Powerful capabilities of quickly responding to customer queries, resolving issues or requests, reporting and tracking capabilities enable you to measure your team’s success.

Managing and streamlining operations for service teams has become imperative to create customer experience that will give you a competitive advantage. CRMIT’s Service Automation for Oracle CRM OnDemand provides your customer service teams with a complete view on all customer interactions to provide anticipated service and support. CRMIT's Service Automation allows users to resolve customer inquiries in a personalized, repeatable manner accelerating incident resolution there by satisfying customers.

For enterprises, seeking to make service a core competency of their organization, CRM OnDemand can extend the customer value chain. This may also envelop other departments and areas of the business, as well as partners and supplier organizations.

 

Self Service Portal

Irrespective of their Size, Capability and Productivity the main problem faced by Support Teams of most Organizations is:

• Handling routine queries from Customers and Partners.
• The growing business and increasing products and service offerings.
• Constant lookup for information.
• Demand for the expert’s time.

If Customers are offered a self service mode for accessing their own information, Support load of companies comes down drastically. It saves support & operational costs and helps customer focus on more valuable tasks.

CRM++ Self Service Portal and Knowledgebase is a fully configurable solution for providing the Customers and Partners the ability to handle various information and transactional needs. It gives a Better Control, Look & Feel, Customizable Functionalities, Strong Security and Data Visibility.

Features:

• Offers CRMOD Information to Customers in a secure and controllable manner.
• Ability for customers to Log Service Requests or Request for Information or Search Articles in Knowledgebase etc.
• Automatic Information Update to CRMOD.
• Extendable support to any CRMOD Object.
• Need to be extended to serve as a Partner Portal.

Business Benefits:

• Improved Communication between customer and business.
• Knowledgebase search: Allows Internal & External users full support to find better Information / Solutions.
• Reduced communication & operational costs.
• Reduced load on Helpdesk and thereby minimizing Sales & Service costs.

 

Call Center Solutions

CRM++ Call Center Solution is a Web-based Solution and Computer Telephony Integration (CTI) that provides the missing link between telephony systems and CRM OnDemand. With CTI, we can view who is calling and dial contacts on-screen through CRM OnDemand.

When a call is received, CTI searches CRM OnDemand and shows call agents the contact details to whom the call agents would be speaking to. With ‘handsfree’ equipment, the customer information is previewed and retrieved making the customer feel valued. With CTI, the service provided to the customers is of high quality as the calls are handled intelligently from the very beginning.

Features:

• Current call details; (source queue, destination queue, caller ID, customer name loaded from CRM.)
• Accepts or rejects incoming call.
• Invites other extensions in conference. Once invited, the agent can detach the customer together with the invited extensions so that they can continue discussions.
• Displays the number of pending calls assigned to the agent (i.e. transferred specifically to the agent by other agents).
• The CRM is integrated in the Call Center interface.
• Hang-up, park or transfer current customer Incoming Call.

Main Functionalities:

• Make Outgoing Calls
• Answer Incoming Calls
• View CRMOD Data
• Keep a Customer On Hold
• Transfer Calls
• Conference Calls
• Close Call / Wrap-up
• View Past Interactions

Business Benefits:

• Excellent customer satisfaction by accessing all customer information on the call screen.
• Increased staff productivity.
• Lower costs.

 

EMail Solutions

Service Request Management in today’s organizations use multiple channels for communication such as CRM Systems, Email and Phone etc. Email messages sent to the customers or the responses received from them are all manually updated in CRM System by the Service Request Owner. This not only leads to unnecessary manual work, but also introduces possible human errors. Also, new mails from customers raising service issues are to be manually converted to new Service Requests. Quick Response time is critical in this as it directly affects the end user satisfaction.

CRMIT’s CRM++ Email Work Bench solution, allows the Service Organizations to work in a single window, i.e on the CRM System. The CRM users can send, receive and process Emails from the customers. Emails are automatically tracked and converted as New Service Requests or Activities, including the attachments sent along with these. CRM Users can respond to these Emails without leaving their CRM Screens.

Features:

• CRM users can send Emails from the Service Request Screens itself.
• Ability to Receive and Process Incoming Emails.
• Ability to Store, handle multiple attachments of any format
• Flexibility of storing large size attachments.

Business Benefits:

• Improved productivity by a single window SR Processing: Avoiding the need for switching between CRM & Email Applications.
• Better customer satisfaction, by quick responses: Incoming Emails get converted to SR and automatically are assigned to respective owners without any delay.
• Supports Auditing by automatically logging all activities against a service request.

 

Live Chat Solutions

Fully Integrated CRM++ Live Chat Solutions for Oracle CRM OnDemand from CRMIT which allows your users to chat with a person logged on to CRM OnDemand anywhere, around the Globe.

Note: No Software to install.

Features:

• Intelligent Chat Distribution
• Agent to Agent Transfer
• Screen Pops
• Ability to accept or reject incoming chat requests
• Canned Response Manager
• Push Images, Links, Pages and Proactive Messages
• Ability to chat in multiple languages
• Little Chat Emotions

Chat Initiation:

• Visitor initiated Chat from Website / Email.

Reporting and Analysis:

• Chat Satisfaction Survey
• Retrieve/Search Chat Transcripts
• Detailed Reporting and Statistics

Save Information:

Save Chat history under customer record.

 

Partners Portal

Distribution and management of Leads, Opportunities and Service Requests to various Business Partners is an integral part of many companies today.

Features:

• Partner selection is based on Geography, Product expertise & Customer Reach.
• Intelligent assignment of Leads, Service Requests and other activities to the Right Partner.
• Management of Leakage in Lead & Service Requests.
• Partner Miscommunication.

Effective management of these can lead to shorter sales cycles, improved customer satisfaction and higher revenues. Complementing the existing OnDemand functionality CRMIT, has developed a Partner Portal that offers features to facilitate this process.

Business Benefits:

• Partners can access and update the CRM OnDemand data as per their Business Rules.
• Minimize lead time for handling sales or service call.
• Reduce communication or operational cost and minimize Sales & Service Cost.
• Provide quicker response & better service to customers and prospects.
• Get better insight into channel activities and better collaboration with partners on opportunities and activities.
• Reduce channel management conflicts or costs. Increase satisfaction within partner communities.

 

Search Engine

CRMIT’s CRM++ Document Storage and Search Engine toolkit provides the ability to easily upload multiple documents and Link them to Oracle CRM OnDemand records. These uploaded files are automatically indexed and the every time the user searches using a particular keyword, gives perfect search results. Search Interfaces can be fully customized to include the customers’ logo and other details and these searches can be reached from the same Oracle CRM OnDemand interface.

Features:

• Supports File uploading, Document Indexing & Searching.
• File uploading support from Oracle CRM OnDemand Record detail page itself (Example: Accounts / Contacts / any other object).
• Upload / Download / Manage files against CRM OnDemand Records.
• Indexing program runs in the background to index newly uploaded documents, Frequency of which is configurable by Client Administrator.
• Availability of Search module with Oracle CRM OnDemand Interface.
• Similar to any web search like Google, Yahoo… etc.
• Search Results page allows user to view matching keywords, download respective document as well as visit the OnDemand Record against which the matching document was attached

Business Benefits:

• File storage is practically unlimited since it is hosted at client site or 3rd party hosting environment.
• The ability to search within documents quickly provides immense benefits in Enterprise Data mining.
• Search Results page allows you to download matching document or view the corresponding OnDemand Record.

 

Workflow & Automation for CRM OnDemand

Dynamic nature of today’s businesses, force Companies to setup their Sales, Marketing, Service processes in a more centralized, configurable and flexible manner. This should also reflect the way CRM Data needs to be accessed and Business Flows are executed.

Companies prefer a more unified way to implement business logic that can be easily modified to incorporate changing business processes. They should be reviewable by business analysts and other similar non-technical users. Most important, the rules should be deployed at run time, without affecting the existing users onsite.

CRM++ Rules Engine solution, allows customer to easily define complex conditions on basis of any CRMOD Objects. Its intuitive & guided interface makes the rule maintenance a simple & visual task. Rules can be executed on all records or on a filtered subset of data, in a time configurable by the administrators.

Features:

• Ability to create Rules based on any CRMOD Object / Field.
• Ability to execute various kinds of actions such as Sending an Email, Creating a CRMOD activity / appointment, Updating a CRMOD field value Or Calling any custom method.
• Ability to schedule the time frame in which each rule will get executed.
• Filter a subset of records to be affected by the Business rule.
• No restriction on number of Rules or Conditions etc.
• Easy activation and deactivation of Rules

Business Benefits:

• Centralized & Better Control on executing business rules.
• Reduced Rules Maintenance time, due to zero dependency on Technology / Programming.
• Quick and Easy deployment of business rule changes.