Customer Relationship Management (CRM) is a method through which organisations can improve contact with their customers and increase profitability. The key function of CRM is to provide Customer Services staff with the tools and information necessary to enable them to carry out their designated role and answer the customer query as quickly and effectively as possible.
To
do this
Customer Services staff may require access to previous customer correspondence
held in the customer 'file', access to previous customer calls, access to
information to assist with resolution of queries and the ability to
capture information electronically. In addition there may be a requirement
for scripts to assist with the capture of information or to explain a service or
product. Queries that cannot be resolved by Customer Services staff need to be
quickly route to specialist back office staff for resolution.
Information
on the number and type of calls and the time taken to resolve them enables the
organisation to get a better picture of how it deals with it's customers and
ways that the service can be improved.
Whilst
there are many CRM systems on the market these do not always integrate easily with
current departmental systems. Causeway have developed a customer oriented system
designed to access all information related to a customer query from the relevant
department without the need to duplicate this information within the customer
system. Information captured at the point of contact, with details of actions
already undertaken, can be directed immediately to the relevant department for
action saving time and duplication of effort.
Causeway can provide interfaces to allow your Web service to integrate with our CRM and EDRMS systems. This will enable customers to view documents and to check on the progress of applications and enquiries.
Key Facilites
Direct access to customer file
Direct access to departmental application system data
Capture of information at point of receipt through electronic forms and scanning
Interface for Web access
automatic routing on uncompleted tasks to back office
consistent business process workflow for front and back office