Web based e-CRM - Case Study

Background

Company using this application offers Networking Services in India and ASEAN countries. They have large number of clients for whom they have setup various types of Networks. Company also Manages those Networks through their Servicing Engineers in all afore said countries. Prompt and reliable service is the major focus.

Solution

Web based CRM application has been designed to serve the Servicing needs of the customers and the Service Provider. It is an end-to-end integration of servicing process:

1. Customer has access to all his contract/purchase details; be it contract type, warranty info, renewal info, complaints and services rendered or any thing related to the customer service, is available to him through web. The moment a sale is made the customer and product data is entered into the database and system generates a customer ID that is e-mailed to the customer. The system recognizes the customer through his Customer ID and then gives him access to his customer information.

2. Customer has the facility to submit the Trouble Ticket via Web. He can view complete details of the service offered by the Company/Servicing Engineer as and when he requires. He can view details about his interactions with the service provider. It provides customers a single portal to all customer information in a single place.

3. For the company that is offering the service has end-to-end process integrated through e-CRM System. It stores and displays; complete data of the customer; customer contract/purchase details (contract type, warranty info, renewal info), Customer interaction, Customer satisfaction, Engineer Performance, Response time, Call processing etc.

4. Calls can be registered online through website, can be e-mailed or can be registered through Telephone. All calls received through any medium are registered into the common database with a trouble ticket issued to the registrant, where from the process of customer service starts. The status of the trouble ticket can be viewed on the web or by making a call to the helpdesk. Calls coming through Phone are instantly registered in the system by the helpdesk, the system generates a trouble ticket, which is given to the customer very that moment. If customer has any queries, those are also being answered after checking the details in the system.

5. Depending upon the region the service is required at, the call is being diverted to the regional Service Center database where from the process of customer service starts. But status of the open, pending and closed calls, response time etc. can be viewed by the servicing heads at all locations and also centrally by H.O. for monitoring purpose.

6. System sends alerts about the expiry of product warranty and AMC to the respective customers.