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OSF Global Services

OSF Global Services. The Role of CRM in Customer Service Management. Broader View of CRM. The way your staff captures, shares and interprets customer intelligence is a strategic and competitive advantage. Campaign Management Lead Management List & Segmentation Management. Customer

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OSF Global Services

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  1. OSF Global Services The Role of CRM in Customer Service Management

  2. Broader View of CRM The way your staff captures, shares and interprets customer intelligence is a strategic and competitive advantage Campaign Management Lead Management List & Segmentation Management Customer Service Helpdesk Case Management Service Marketing CRM Sales Account & Contact Management Opportunity Management Pipeline Performance Management Devices Channels

  3. Challenges & Advantages Consistent service levels regardless of communication channel Chat/SMS CRM Sales Online Ordering ERP Finance Integrated SM Platform IVR Service Agent Data W.house Social Network Mktg BI & Reporting Customers Channels Functions Applications

  4. Integration Steps to Consider Define business processes Obtain executive support Train users

  5. Integration to What Extent Low volume interactions Customer support intensive

  6. Example: Remote Tech Support Customer Challenge: • Import, manage customer data to improve delivery, management of support activities Remote service and technical support Customer Results: OSF Solution: • Desktop agent monitors health of PCs • Customize, integrate Netsuite • Triggered workflows send time-sensitive info to appropriate service agent • Rapid, transparent and quality customer support service • Reduced agent workload by 10% • Market recognition for quality support services 6

  7. Example: File Backup Services Customer Challenge: • Faster, better quality customer support services • Improved activity management Online backup services Customer Results: OSF Solution: • Developed Azure-based application as communication process gate keeper • Customized Netsuite • Developed Facebook-dedicated app • Integrated with service management • Rapid, transparent and quality customer support service • More efficient internal reporting process • Expanded prospect pool via Facebook 7

  8. Example: Web Coding Services 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 Customer Results: OSF Solution: • User interface, application interface, functionality upgrade, multi-language • Salesforce CRM implementation • Rackspace application migration • Benchmark platform for corporate candidate screening market • Increased market reach through multi-language support • Client base of 300 corporations across 5 continents 8

  9. Maximize Your Investments Better service customers Improve agent productivity Integrate social channels Increase upsell opportunities Reduce service costs

  10. Complimentary CRM Consultation Increase the lifetime value of your customers • Visit our CRM microsite www.crmintegrator.com • Request complimentary 1-hour consultation • Request complimentary CRM for Dummies book

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