The company is a initial distributor of telecom products and services, mobile broadband and home phone. By combining telco with IT the company plans to distribute more productive solutions for the customer. With the rising clientele expectations, the company needed to increase its competitiveness, harmonize its purchaser relationship, enable the decision making and strengthen the its relations with the future and surviving customer.
The distribution business is committed to customer-driven initiatives responding to open sesame market segments that prefer convenience and deficit of human interruptions in their customer experience. Tech-savvy consumers expect self-service that will solve their problems easily. The company had to be careful to extend a user-friendly experience to a customer through quite channels, including online self-service. The benefits were clear; yet challenges remain same where to push information and systems to users without getting pushback, and how to make sense of an ever-changing marketplace.
The benefits of CRM++ Self Service Portal craft for both – users and the business. In edict to efficiently address the purchaser service requests, CRM++ Self Service Portal was chosen as a comprehensive solution.
CRM++ Self Service Portal provided a comprehensive nostrum to empower the end customers with quality services while reducing operational costs. The integrated answer with Oracle® CRM On Demand enables to track, manage and resolve benefit requests within the service level agreement (SLA). Oracle®
CRM On Demand offers the broadest and deepest capabilities that help organizations drive sales, marketing, loyalty, and service effectiveness. The CRM++ Self Service Portal was customized to include a new knowledge repository which enabled improved search capabilities for answers to frequently asked questions (FAQs), thereby drastically reducing inbound customer calls which eventually resulted in reduced operational costs. The entire resolution was deployed utilizing Oracle® CRM On Demand Web services and accompanying additional components developed in Java / J2EE Technology ensured flexibility.
The leading IT distributor company not only saved money by deflecting calls to its Web site, but also discovered that its customers who preferred online support were also the most profitable.
About CRMIT’s CRM++:
CRM++ is a suite of indigene CRM solutions for Prediction CRM On Demand further Oracle Fusion CRM. With over 3000+ users the CRM++ framework helps dilate the Customer Involvement (CX) and the power regarding Customer Relations Management features including Email WorkBench, Social CRM, Self Service Portal, Mobile CRM and Machine Telephony Integration.