Sales Presentation FRS Customer Service Management. Mike Heberling 11/17/2014. Overview. Introductions FrontRange Solutions Business Requirements Review FRS Customer Service Management Product Demonstration Q&A. FRS Corporate Template. 2. FrontRange At A Glance.
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FRS Corporate Template
FrontRange delivers an Enterprise Workflow Platform to integrate IT and The Business and enable delivery of critical business solutions
Rapid Implementations & Time to Benefit
Quick Return on Investment
High Ease of Use for Fast User Adoption
Where are your customers in their business cycle?:
Can an adaptable Customer Service Strategy arrest this negative behavior?
1Preparing for the Recovery, Dr. Vijay Govindarajan, Wall Street Journal June 22, 2009
FRSCSM provides Strategy Optimization in…
Channels / Case
Sales & Marketing
Connects AgentCase Initiation - Multi-Channel Queuing
FRCSM – Account, Contact, Voice
Connects AgentCase Creation – Workflow
FRSCM - Case
ArticlesCase Research - Knowledge
FRSCM - Knowledge
CustomerCase Resolution – Business Process Engine
FRSCM – Quick Actions, BPE
CustomerCase Completion – Reporting & DashBoards
FRSCM - Case
Customer Problem / Solution
The Association of Village Council Presidents (AVCP) is a tribal, non-profit organization based in Bethel, Alaska. Provides human development, social services, and other culturally relevant programs for the people throughout the Yukon – Kuskokwim Delta.
Provides Social Services to tribes across Alaska. Needs a way to capture household details and provide a vast array of social services such as temporary aid to needy families, education services and general assistance programs. Had an existing system ‘Eagle Sun’ that was inflexible and would not allow them to easily change according to Federal / State changes in regulation. Current vendor was not responsive to AVCP’s need to change.
Incumbent: Eagle Sun
Existing FRS: HEAT
External CS: SFDC
Adapt and Change
Why We Won
Solution: Flexible Relationship Model to match Household relationship needs, as well as, case management capabilities. Needed a system that would adapt and change as regulations changed. Our solution provided them the ability to capture 8 divisional processes and procedures within one framework.
Resources: GSO expertise and effort to manage first phase of implementation, and subsequent phases for remaining divisions.
FrontRange Product Families
FrontRange Customer Service Management