Transcript Role of CRM in Integrated Service Management

Application
Development
The Role of CRM in Customer
Service Management
Technology
Integration
Consulting
Services
The way your staff captures, shares and interprets customer
intelligence is a strategic and competitive advantage
Campaign
Management
Customer
Service
Helpdesk
Service
Case
Management
Marketing
List & Segmentation
Management
CRM
Sales
Channels
Lead
Management
Devices
Account & Contact
Management
Opportunity
Management
Pipeline Performance
Management
Consistent service levels regardless of communication channel
CRM
Customers
Chat/SMS
Sales
Online
Ordering
Finance
Integrated
SM Platform
IVR
Service
Agent
Data
W.house
Social
Network
Mktg
BI &
Reporting
Channels
Functions
Applications
ERP

Define business processes

Obtain executive support

Train users
Customer support
intensive
Low volume
interactions
Customer Challenge:
• Import, manage customer data to
improve delivery, management of
support activities
Remote service and technical support
OSF Solution:
Customer Results:
• Desktop agent monitors health of PCs
• Rapid, transparent and quality customer
support service
• Customize, integrate Netsuite
• Triggered workflows send timesensitive info to appropriate service
agent
• Reduced agent workload by 10%
• Market recognition for quality support
services
6
Customer Challenge:
• Faster, better quality customer
support services
• Improved activity management
Online backup services
OSF Solution:
Customer Results:
• Developed Azure-based application as
communication process gate keeper
• Rapid, transparent and quality customer
support service
• Customized Netsuite
• More efficient internal reporting process
• Developed Facebook-dedicated app
• Expanded prospect pool via Facebook
• Integrated with service management
7
Customer Challenge:
• Develop mature application to support
several million test takers
• 100+ technical, clerical, business,
math, language subjects
• Add leads automatically to SFDC
Employment screening software
delivers online skills testing
OSF Solution:
Customer Results:
• User interface, application interface,
functionality upgrade, multi-language
• Benchmark platform for corporate
candidate screening market
• Salesforce CRM implementation
• Increased market reach through
multi-language support
• Rackspace application migration
• Client base of 300 corporations
across 5 continents
8
Improve
agent
productivity
Better
service
customers
Integrate
social
channels
Increase
upsell
opportunities
Reduce
service
costs

Visit our CRM microsite
www.crmintegrator.com
◦ Request complimentary
1-hour consultation
◦ Request complimentary CRM
for Dummies book
Increase the lifetime value of your customers