Capture and track customer service requests, Complaints or Queries to their closure. Manage enterprise-wide servicing for Customers, Channels, employees and Channels. Custom-configure processes to handle different types of servicing needs . Ensure status alerts to customers and closely monitor servicing performance.
Service SLA Compliance
SR Closure Quality
SR Closure Speed
Install enterprise-wide IT help-desk for all IT related services, including office productivity tools, enterprise systems, networking & communication, hard-ware & desktops and enterprise social media. Address IT issues, service requests, user administration, system implementation & support and vendor related issue.See More
CRM4Sure provides world-class servicing capability for every customer-sensitive organization. Capture and Classify Customer Service Requests (SR), mark their status, track SRs through work-stages till closure and keep customer updated on status. Address all categories of customer complaints, queries and service needs.See More
For an organization building its business through its channel-network partners, CRM4Sure provides an industry leading solution. Treat your channel-network partners as sensitively as you will treat an end-customer. Capture channel issues and help items and track them to completion as per their satisfaction. Monitor and address range of issue like stock shortage, collateral & merchandize, training and marketing support.See More
Set-up service-related notifications to customers. Share status update on key service milestones; send alerts for any exceptions. Send a request for information to a customer. Publish internal reports and dash-boards; escalate aged SRs to service agents’ managers and systemic issues which are contributing to most SRs.
Serve employees as sensitively as external customers. Understand and address administration issues faced by staff. Monitor the closure of problems like office space, productivity tools, climate control, stationary, travel arrangements, cleanliness and much more. Ensure that administration services are helping to maximize employee productivity.See More
Be successful by making your vendors successful. Ensure that you are providing them all the help & support, which they expect from your company. Provide a service platform for your vendors, where vendors issues & help items are registered and tracked to closure. Handle issues like payment delays, invoice validation delays, inquiries on payment & goods return policies.See More
Make different work-flows based on SR category. For example a server failure in data-centre will follow different stages to closure compared to Servicing an air-conditioning unit at client’s site vs. sending a duplicate account statement to a customer. In other words, have a single-point platform for any servicing need
Record each and every servicing activity in CRM4SURE. Mention latest update in terms of movement to next stage, action-done, outcome, remarks, upload documents, next-action and follow-ups. Look at the entire trail of all what has been/is being done on a service request. Analyze stage level turn-around-times, ageing, service quality, ageing of SR at different stages and agent level servicing productivity.
Capture a service request in its absolute reality. Configure your own SR capture forms to suit your internal requirements for different servicing departments for Customers, Channels, Employees, IT Help-Desk and administration help-desk. Define unlimited SR categories and sub-categories, along with customized tags and categorizations.See More
Track the field service staff movements and location through real-time notifications, map-display and control panels. Monitor the time spent on each location and average travel time. Identify situations where there is a deviation from the planned route, to ensure an online intervention and support to the service person on the move.
Maximize the productivity and time-management of customer service executive, through a 360 degree organizer. Use features like service and support tasks, service visit schedules, calendar appointments and follow-ups. Let your service staff have a personalized home page, organizer retractable side-bar for ongoing reminders and real-time alerts.
Get an extensive and actionable reporting and analytics on customer service and support, be it Tele-servicing or field service. Take an incisive view on aspects like SR ageing, adherence to service level agreements, service executive productivity and quality of resolutions. Get a real-time view of SR level actions and status updates through Enterprise customer service reporting.
Establish detailed plans for servicing in terms of Service requests to be resolved, service executive manpower and servicing expenses. Set-up Service Level Agreement norms, SR resolution turnaround times, and customer satisfaction index benchmarks. Define performance goals for each service executive or teams.
Use CRM4Sure knowledge and learning management module, to achieve a highly cost-effective and context-sensitive training and development for Tele and field servicing teams. Give virtual access to customer service manual, support guide, troubleshooting procedures and product specifications. Run training tracks through flexible online learning modules with quizzes.
Intelligently plan the service field coverage based on factors like service requests, service level agreement, and severity of the problem and availability of spare parts. Ensure that field service executive are assigned the service calls which involve minimum distances and maximum service visits. Track the planned vs. actual coverage, with ongoing adjustments for maximum efficiencies.