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Consulting Services Application Development Technology Integration The Role of CRM in Customer Service Management.

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Presentation on theme: "Consulting Services Application Development Technology Integration The Role of CRM in Customer Service Management."— Presentation transcript:

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2 Consulting Services Application Development Technology Integration The Role of CRM in Customer Service Management

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

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

5 Define business processes Obtain executive support Train users

6 Customer support intensive Low volume interactions

7 6 Remote service and technical support Customer Challenge: OSF Solution: Customer Results: Import, manage customer data to improve delivery, management of support activities 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

8 7 Online backup services Customer Challenge: OSF Solution: Customer Results: Faster, better quality customer support services Improved activity management 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

9 Develop mature application to support several million test takers 100+ technical, clerical, business, math, language subjects Add leads automatically to SFDC 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 Employment screening software delivers online skills testing Customer Challenge: Customer Results: OSF Solution: 8

10 Improve agent productivity Better service customers Integrate social channels Increase upsell opportunities Reduce service costs

11 Increase the lifetime value of your customers Visit our CRM microsite Request complimentary 1-hour consultation Request complimentary CRM for Dummies book


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