InfoWARE CRM

Improve customer satisfaction and service effectiveness with InfoWARE CRM for Customer Service

Deliver customer information, case management, service history, and support knowledge directly to the desktops of customer service representatives and supervisors, giving them the tools to deliver consistent, efficient service that enhances customer loyalty and profitability. InfoWARE CRM provides a comprehensive customer service solution that is familiar to users, easily customizable to your business process, and scalable to meet enterprise demands.

Deliver Superior Customer Service

Utilize multiple interaction channels, including phone calls, e-mail messages, in-person communications, and self-service Web sites to quickly create, manage, and resolve service issues. Use streamlined access to cases, customer history, Service level agreements (SLAs) and a powerful Knowledge Base to support customers effectively and productively. Enable your customer service representatives to create a more consistent service experience using the Integrated InfoWARE workflow and alerts integrated into the system.

Manage Work More Efficiently

Create a productive work environment for your customer service representatives with InfoWARE CRM. Whether implemented through InfoWARE Cloud/Software As A Service (SaaS), as a standalone module or within the context InfoWARE Global Investment suite of applications, InfoWARE CRM can help your business to productively manage customer incidents, service contacts, and knowledge from a single, scalable business application. With the familiar InfoWARE CRM interface, your business can quickly bring new service representatives up to speed while reducing training costs.

Automate Service Processes

Assign, manage, and resolve support incidents with automated routing, queuing, and escalation of service requests, along with case management, communications tracking, and auto-response e-mail, SMS or InMail. Use InfoWARE’s Workflow to create and execute robust service processes that span the customer service organization. For enterprises seeking to make service a core competency of their organization, InfoWARE CRM can extend throughout the customer value chain to include other departments or areas of the business, as well as partner and supplier organizations.

Case Management

Resolve Issues Quickly and Accurately

Improve your first-call resolution rates using a searchable, shared knowledge base of articles organized by product and service category, as well as through integrated “Presence” information and instant messaging. Quickly locate and communicate with subject matter experts, managers, or supervisors using contact information that is embedded right in the InfoWARE application user experience. Utilize InfoWARE CRM’s advanced capability, to truly differentiate the customer experience.

Gain Actionable Insight

Measure customer satisfaction during all stages of the service lifecycle either in real-time or as part of a service reporting cycle. Use historical and predictive analytics to raise customer satisfaction, reduce case handling times, and improve first-call resolution, or drive targeted cross-sell/up-sell offers to customers. Incorporate service analytics into product improvement initiatives, quality measurement processes, and warranty program optimization.

Third Party Integration

Confidently build and deploy world-class Contact Centers through integration with critical contact center infrastructure products, including leading telephony switch, automated call distribution (ACD), and computer-telephone integration (CTI) products from third party vendors.

Integration With The InfoWARE Global Investments Operations and Financials modules

Much of the information needed to answer customer questions is scattered across applications such as ERP, billing, and invoicing systems. This information can be surfaced through InfoWARE CRM using the InfoWARE Customer Care framework to aggregate information from existing systems and channels, to automate tasks, and to accelerate issue resolution. This gives customer ser- vice representatives the ability to see all customer interaction information across multiple systems in one place.

InfoWARE CRM Customer Service

• Manage cases: Create, assign, and manage customer service requests across multiple channels, including phone, e-mail, Web, in-person and emerging channels. Manage cases from initial contact through resolution and automatically associate incoming support inquiries with the appropriate case.
• Route and queue cases: Dispatch cases to queues where individuals and teams can access them easily and automatically route them to the appropriate individual, supervisor or expert. Customize service queues so that they match your customer service processes.
• Speed problem resolution: Resolve common support issues quickly using a searchable knowledge base. Ensure that published information is complete, correct, and properly tagged using built-in review processes. Build and maintain a solution database that makes it easy for people to find appropriate solutions quickly.
• Manage contracts: Create and maintain service contracts within InfoWARE CRM to manage service level agreements (SLAs), refine business processes, and bill customers accurately. Update the relevant contract information automatically each time a support case is resolved.
• Manage and automate e-mail response: maintain accurate account, contact and
  service history with automated tracking and response for customer e-mail messages.
• Manage services, facilities, and equipment: model your complete service delivery offerings and resource groupings into InfoWARE CRM to provide consistent service practices throughout your organization.
• Communicate in real time: See the availability and status of co-workers Using InfoWARE CRM and InfoWARE Global Investments internal communication modules. Optimize service handling and resource utilization with the power of instant InMail communications.
• Turn data into actionable knowledge: Identify common support issues, track service processes, and measure service performance. Use rich reports that are provided standard as part of InfoWARE CRM or easily build customized reports with wizard-based tools that do not require technical resources from IT.