Customer Service

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. 

SR Productivity

Service SLA Compliance

SR Closure Quality

SR Closure Speed

Customer Channel Service Management
                Customer Service

Customer Service Request- Complaint-Query Capture

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.

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Service Request Capture


Flexible Service Request Work-Flow Management Based

Customer Service Request Work-Flow

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


Daily Service Activity Report

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.

Daily Service Report – Monitor Servicing Activities


Service Request Communication Management

Service Request Communication and Notification

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.


Customer Service Reporting and Analytics

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.

Customer Service Reporting and Analytics


Customer Service Planning and Targets

Customer Service Planning and Targets

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.


Customer Service Training and Development

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.

Customer Service Training and Development


Field Service Tour-Trip Plan

Field Service Tour-Trip Plan

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.


Field Service Geo-location GPS Tracking

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.

Field Service Geo-location GPS Tracking


Customer Service Self-Organizer

Customer Service Self-Organizer

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.


External Customer-Client Service

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.

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External Customer-Client Service


Channel-Network Partner Servicing

Channel-Network Partner Servicing

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.

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Enterprise Administration – Travel Help-Desk

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.

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Enterprise Administration – Travel Help-Desk


Enterprise IT-Technology Help-Desk

Enterprise IT-Technology Help-Desk

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.

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Vendor-Service Provider Help-Desk

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.

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Vendor-Service Provider Help-Desk