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.
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.