Collaborative CRM


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Collaborative CRM:

Client Interaction Management makes the channel for correspondence with client which can be right from a data sharing, TV news, Requests Management, Suggestion Box or Complaints from Customers. nTireCRM is a 24 x 7 framework wherein clients can achieve the association through numerous channels whenever the timing is ideal. nTireCRM incredibly enhances administrations offered and addresses the issues on Sales, Delivery, Technical Support, Marketing and so forth.

Available Channels: Call Center, Web Portals,Mobile Application,and Walk-in to Branch

Access Granted to : CSD Department,Direct Customers,Partners & Agents and any Employees

Broad Functions of Customer Interaction Management:

  • Customer Incident Management / Query Tagging - Collation of queries from multiple channels- Email, SMS, Walk-in, Postal (courier), Inbound Call Centre, Website Complaints / Queries, Received from External agencies like Government, Legal entities etc.
  • Inbound Call Centre - IVR supported
  • Web Chat- Video & Audio
  • Call Back Functionality- SMS I Calling a IVR Number
  • Customer Verification Process based on Security Questions
  • 360° View- Enables complete visibility of the customer
  • List of Open Incidents
  • List of Closed incidents
  • Customer Information
  • Account Details
  • Communication Details
  • Classified Information of the Customer
  • Customer Alerts / Special Messages
  • Transaction Data of Customer on multiple! Relationships - including but not limited to Relationship Summary, Transaction Details, Viewing of data / files specific to each transaction
  • Customer Relationship Data- Display of multiple relationships of customer
  • Customer History- Chronological data of customer from the beginning of association
  • Communication Data- Display of all communications across channels like Letters, Emails etc. with copy of them for ready access.
  • Incident Classification of Queries / Suggestions / Complaints
  • Indexing of Incident into multiple levels like Category, Sub Category, Source, Priority, etc. Up-to "n" Level indexing can be done
  • Configurable workflow based on the indexing- with which user can dynamically crea1te and manage categorizations & sub categorizations (up to 'n' Level) for handling incidents I queries. Workflow can be configured against any categories. User based I Role based workflow with TAT & Escalation Matrix is available.

  • Auto reading of emails / SMS / bulk uploaded incidents and process them by initiating appropriate workflow

  • Customer notification through Email / SMS / Customer Portal
  • Provision to attach any type of documents against any incidents I queries at any stage
  • Knowledge base- Repository of all documents I incidents for quick reference by Customer Service Team for processing
  • Reminders / Escalations / Transfers / Reassign of tickets / SLA Management
  • Social Media Interfacing for posting status of incidents along-side cross sell I up sell opportunities
  • Cross Sell & Up Sell
  • Survey Management
  • Product Returns and Re-delivery of defected products
  • Sending marketing gestures like discount vouchers, e-gifts etc
  • Customer transaction behavior monitoring and auto linking of campaigns & offers

    • Event Mailer - IT - Rule Engine:

    • Easy to use GUI for creating and managing various rules (scenario) that will result into matching list of leads / customers. Create and Manage templates against every rule that consists of format of communication.
    • Users directly can work on this without any need for IT support. From the template of available data, user can create his own rule with multiple filtering criteria. Exclusion list can be uploaded to prevent communication with those leads I customers.
    • Scheduling can be done against every rule (one time I repeat).
    • Result of each rule can be configured to perform any of these activities: - Email ISMS I Call Centre for calling I just parking of result as excel file / passing to another application.
    • System will automatically perform any of the activities based on the configurations and just with a click user can take the analytical reports of such event based communications.
    • Response by lead I customer by Email ISMS is automatically Read by the system and based on key words process them effectively through workflow.
    • Interested customer lead / customer data is separately identified for processing through sales.
    With this rule engine, it is easy to configure various business scenarios like:
    1. Customer Greetings
    2. Transaction based Campaigns - SMS & Email
    3. Transaction based personalized offers
    4. Tracking of success of these measures

    Reports Of Collaborative CRM:

    • Interaction Summary - Channel Wise
    • Interaction Summary - Source wise
    • Interaction Details - Index Wise - Category, Sub Category....n level
    • Aging of Interactions
    • Pending Interactions
    • Escalated Interactions
    • Resolved Interactions
    • Analysis of various parameters like - Competitor awareness, price points, etc.
    • Most Interactions - Product / Service wise - Complaints / Requests / Information’s
    • Top Interactions - Index wise / Product / Service wise
    • Top Products / Services- maximum complaints
    • Interaction Analysis - External Interactions from Government etc
    • Year on Year Analysis, Month on Month Analysis, Quarter on Quarter Analysis
    • Monthly moving trend
    • SLA Analysis
    • Campaign / Offer Result Analysis
    • Customer Satisfaction Index
    • Customer Loyalty Trend
    • Product Pricing Trend
    • Product Competitor Trend

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