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Service007 - Corporate presentation

Service 007 is a highly rated web-based CRM plus workflow management software, currently in use by major corporate and service organizations. CRM is known for its reliability, scalability features, and a unique delivery mechanism. Service007 CRM can be used as both Software as a Service (SAAS) and a Licensing Model. We are especially proud of the way All India Service Area Management and escalations are designed in the system.

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Service007 - Corporate presentation

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  1. Customer 1

  2. OUR SERVICES Customer 1 CUSTOMER SATISFACTION SURVEY INBOUND CUSTOMER SERVICE OUTBOUNDCUSTOMER SERVICE LOYALITY MANAGEMENT FEEDBACK & Custom Software Solutions Call Centre & Related Software CRM

  3. WHY US Customer 1 01 Operational Excellence Access Routing • Multi Channel Access to Customers • Call, Email, Chat • Reliable and Cost Effective • 24X7X365 Availability • Multilanguage Support 03 • Real Time Reports • Real time dashboard for all processes to monitor Drop%, Handling Time, Call Queue • Online call barging / whispering to monitor quality of incoming / outgoing call • Automated software based report, no human intervention, software enabled time stamping for all calls 02 • Timely and Accurate Routing of Customer Issues • Accountability of Action • Timely Escalations • Skill based routing

  4. Customer 1 CALL CENTRE SERVICES

  5. CALL CENTRE SERVICES OUTBOUND CUSTOMER SERVICE INBOUND CUSTOMER SERVICE Loyalty Management Customer Feedback Gathering General Inquiries Customer SatisfactionSurvey Customer Retention Service Registration Order Booking Customer Loyalty Accounts Receivable Complaint Registration Appointment Fixing Dealer Inquiries • Inbound Process Expertise of 14 + years - Handling 50000+ Inbound Service Calls Every Day • Handling 5000+ Outbound calls a day

  6. Customer 1 CRM

  7. Why CRM? • Keep Customer Service, Sales, Marketing & Lead Generation Activities on track • Have Daily visibility of every member of your extended team • In house Sales teams • Service Teams • Dealer / Distributor / Retailer Network • Keep information and messaging consistent throughout your pipeline • Set and monitor targets for creation of sales pipeline, achievement of sales targets, • achievement of service levels for your extended team • 5. Automated Approval cycles & Customer Escalations • Integrate with your ERP to have consistent and correct data and • information flowing up and down the chain • 7. Customized reports • 7. Manage IT costs without sacrificing information requirements

  8. CRM Customer 1 DOWNSTREAM LOGIN 1 Keyword EXISTING ERP SERVICE007 FUCTIONAL LOGINS DOWNSTREAM LOGIN 2 DOWNSTREAM LOGIN ..N SERVICE007 CRM acts as a bridge between your existing ERP and your downstream resources

  9. Some of our CRM & Related Mobile Applications … Customer 1 FIELD FORCE CRM & APP SERVICE CRM & APP DEALER MANAGEMENT CRM

  10. Field Force CRM & Mobile App • Simplify your sales force management by • Setting product wise, monthly targets for sales force • Planning their visit schedules in advance and tracking their travel and attendance through geo tagging • Mobile app for daily order booking, addition of new stockists and retailers, expenses reporting and management, collecting point of sale data on stock positions, approvals workflows • Keeping sales force and office in sync with up to date product price list, dispatch and payment information for individual customers • Monitoring, Real Time Reporting and Business Intelligence for & by Managers is made easy through automatic synchronization between Field Force Mobile App and CRM solution

  11. PROCESS LAYOUT – FIELD FORCE Customer 1

  12. FIELD FORCE CRM & APP Customer 1 DISPATCHES SALES TEAM FACTORY SYNC FACTORY SALES TRACK SUPER STOCKIST RETAILER FACTORY STOCKIST SALES TRACK SALES TEAM SYNC FACTORY

  13. Service CRM & Mobile App • Service Support Automation • Customer Support Management • Equipment / Product Service / AMC Management • Tracking productivity / service quality and performance of service personnel / team - Branch wise, Dealer wise • Complaints Management • Can be integrated with call center for 360○ service management

  14. SERVICE CRM & APP CUSTOMER DATA Customer 1 SLA AREA SERVICE MANAGER CRM UPDATE HANDSHAKING DONE EVERY 24 HOURS ESCALATION ON DELAY PRIORITY TICKET EXISTING ERP SERVICE DONE TICKET RAISED CUSTOMER CALL TICKET CLOSED GEO TAGGING OF NEAREST SERVICE ENGINEER AREA SERVICE MANAGER SLA ESCALATION

  15. Dealer Management CRM • Stay informed about the daily sales and service activities of your authorized dealers/distributors/service partners • Keep an eye on stock and reorder levels of down stream partners • Have last mile users information constantly updated • Generation of hourly / daily / weekly / monthly reports • Understand & Improve the capability and performance of sales / service team / dealer • Automated Quote /Sales Order / AMC/ Service Ticket / Spare Request generation • Complaints Management

  16. CUSTOMER DATA DEALER MANAGEMENT CRM Customer 1 SLA ESCALATION CRM UPDATE AREA SERVICE MANAGER HANDSHAKING DONE EVERY 24 HOURS PRIORITY TICKET SERVICE DONE EXISTING ERP TICKET CLOSED TICKET RAISED DEALER SERVICE PERSON INSTALLATION CUSTOMER CALL NEAREST DEALER PAID SERVICE QUOTE GENERATION QUOTE ACCEPETANCE SERVICE WARRANTY AMC CUSTOMER ORDER PO RELEASE

  17. DATA CENTERFeatures: Fire Protection Security Raised Floor • Installed Fire Extinguisher System (Non-water based) • Smoke detectors • Access Controlled Doors • Proximity card • Provision for Electric power and cooled air below 6

  18. NETWORK Customer 1 Intranet Connectivity Internet Connectivity Security • Installed CISCO 2921 router in top layer • Installed Layer3/2 switches with 10/100/1000 • HP 5500 EI 24P / HP 2510 G 24/48P • Configured functional based VLAN’s • Installed Layer3/2 switches with 10/100/1000 • HP 5500 EI 24P / HP 2510 G 24/48P • Configured functional based VLAN’s • Installed Fortigate 200B H/W firewall. Dual ISP Link for Data & Voice

  19. BUSINESS CONTINUITY PLAN Customer 1 • Backup for all production data’s / Critical Server • Well equipped Secondary Site. • Redundant Servers / Hardware. • Periodical DRP Drills. • Trained ERT Members Back Up or Live System on Cloud Server Implemented Disaster Recovery Plan ISMS 27001 • Preliminary Audits conducted for ISMS. • Developed ISMS policies & Procedures. • Scheduled Vulnerability Assessments conducted for Servers/Desktops/Network Equipments by using NESSUS

  20. OTHER PRODUCTS Customer 1 LOYALTY MANAGEMENT CRM HOSPITAL MANAGEMENT SOFTWARE SCHOOL MANAGEMENT SOFTWARE LEAD MANAGEMENT CRM INSTITUTE MANAGEMENT SOFTWARE

  21. SUPPORT & SERVICES Customer 1 03 Support contract with OEM 04 Good co-ordination with local support vendors, External parties and Maintenance Team 02 24/7 support for critical servers & other equipments 05 01 Well trained / certified in-house Engineers High Service Levels & Quality Adherence

  22. SOFTWARE SERVICES • Technology Expertise • Mobile Technology • Android Studio • Eclipse • Xcode • Xamarin • Ionic • AngularjS • Phonegap/Cordova • Assistive technology • Screen readers (JAWS. NVDA) • Screen magnifiers (WindowEyes. ,Z0omText) • Speech-to-text Languages . C#. VB Net JAVA RDBMS SQL Server 2008 & 2012 MySQL ORACLE POSTGRESS MongoDB Platforms Windows, MAC, Android, iOS Web Servers IIS, Apache, Tomcat Web Technology HTML5.CSS3 Javascript , jQuery WebGL Bootstrap ASP. Net PHP NodeJS Python Ruby on Rails SOAP AJAX RestAPl Tools/Application Visual Studio Dreamweaver ActiveState Komodo JIRA SourceTree Unity3D Analytics tools R Programming Google Prediction API H20 Indico KNIME . SAS Mimtab . PMML Hadoop 22

  23. CHANNEL PARTNER ADVANTAGE • Flexible Pricing • Attractive Commissions • Dedicated Account Manager • Marketing Support • Integration with any existing system • Integral with any major ERP as an Add-on • A range of products to suit any customer requirement • Fully Customizable products to suit requirement

  24. THANK YOU

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