EFFICIENT COMPLAINT MANAGEMENT WITH TARGENIO

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "EFFICIENT COMPLAINT MANAGEMENT WITH TARGENIO"

Transcription

1 EFFICIENT COMPLAINT MANAGEMENT WITH TARGENIO

2 Content Targenio Use Case Complaint Process Handling of inbound processes Customer administration and contact history Register of customer concern Categorizing customer concerns Processing and reacting Request statement Controlling of task list Enter a statement Reaction/Solving of customer concerns Communication with the customer Satisfaction inquiry The Rödl CRM Competence Center Contact us Table of figures Fig. 1: Customer service reference process... 4 Fig. 2: Reference process in the Targenio workflow. Source: Rödl & Partner... 5 Fig. 3: Customer administration and contact history screen... 6 Fig. 4: Registry screen... 7 Fig. 5: Categorization screen... 9 Fig. 6: Further processing decision screen Fig. 7: Statement request screen Fig. 8: Task list screen Fig. 9: Internal statement screen Fig. 10: External statement screen Fig. 11: Reaction and Solution screen Fig. 12: Response screen For more information, please contact us: 2

3 Targenio Use Case Complaint Process Customer Service is responsible for different kinds of (inbound-) customer concerns. This includes Inquiries (consulting) and advice (immediate information) Orders (acceptance and modification) Praise, ideas and hints As well as complaints and subsequent complaints. The complaint process, which we have selected as a sample, is representative for any other inbound- or outbound service process, which is mapped in Targenio. 1. Handling of inbound processes The entry of a customer concern marks the beginning of the inbound process like e.g. a complaint. In order to get into contact with the company, the customers use the channels telephone, letter, internet/ or they communicate their concern at the pointof-sale. Within the company, the receipt and registration of this case follows. During the actual process, the customer service agent and/or the functional departments check and solve the concern and inform the customer about the result. For more information, please contact us: 3

4 We have identified the following processes as standards for the processing of customer concerns from a service agent s point-of-view: Process pattern Short description Reply to customer Ownership of the quality of service Activities of customer service agent Sole processing The agent can handle the concern solely Customer service Customer service Decision for solution Reply to customer Fig. 1: Customer service reference process Processing with statement The agent replies to the customer, but requires a statement of another functional department or branch for processing or solving Customer service Customer service Request statement, follow-up, decision for solution, reply to customer Handover of task with feedback The processing and reply to the customer is done by a functional department or e.g. a branch. The customer service remains responsible for the quality and requires a feedback about the reply to the customer. Functional department Customer service Handover of task to functional department, follow-up, quality control of reply to customer Handover of task without feedback The agent is not responsible for the processing and the quality of the process/solution. He entirely transmits the matter to e.g. a different department Functional department Functional department Handover of task to functional department These process patterns for customer concerns compose the reference process of Targenio and are used in the workflow as a basis for company-individual implementations. For more information, please contact us: 4

5 Fig. 2: Reference process in the Targenio workflow. The workflow can be supplemented and modified flexibly, according to the individual requirements, an example for this can be found in chapter 11. The following activities and screens show the workflow-controlled business process from a complaint handling persons point-of-view: For more information, please contact us: 5

6 2. Customer administration and contact history Fig. 3: Customer administration and contact history screen In order to record the customer concern efficiently, the agent requires functions that support him to cover the contact data correctly and in time even under time pressure. The customer does not always have key data like contract or customer number ready when calling. In case there is no available access to a central database, the agent is forced to laboriously register the data of an existing customer repeatedly. In case of multiple customer addresses (e.g. business and private) all addresses need to be available in order to correctly identify the customer and to ensure that the subsequent communication is based on the correct address. The customer likes to be served according to his role. Additionally, he expects that the agent is informed about possible previous descriptions of his concern that he might have transmitted via or letter earlier. This overview is not only required for this single customer concern but for all contacts and transactions the customer has had with the company in the past. For more information, please contact us: 6

7 Targenio solution: 360 view on the customer: Display and processing of data, realized through service calls, database interfaces or interface procedures. Comfortable and fast search functions with phonetic search option. Administration of and access to multiple addresses, contact persons, contact data and roles per customer data set Automatic display of customer history containing all processes concerning the customer 3. Register of customer concern Workflow activity register : The agent, who is processing the complaint, firstly needs a screen to enter the facts in a structured way: Fig. 4: Registry screen For more information, please contact us: 7

8 Requirements of this activity: For the agent it is crucial to register concerns fast and fluently. Should the customer provide copies or pictures, those need to be filed comfortably for later use. The case that is registered now needs to be clearly identifiable and re-found at any later point of time. Targenio solution: The selection and logic composition of fields support the fast and complete registration of customer concerns. Registration fields are usually selection boxes and will be pre-filled according to the situation e.g. import in the field facts. Short text templates for popular cases release the user while entering free text. An integrated data file for documents is available for the case or workflow. The structure of the Targenio case number is free selectable per user or user group For more information, please contact us: 8

9 4. Categorizing customer concerns Workflow activity Categorization : As a logical next step in the process, this activity is linked with a screen that supports the agent to categorize the concern from a customer point-of-view Fig. 5: Categorization screen Requirements of this activity: In case, the customer has multiple concerns, the agent needs to realize that now and needs to register these concerns differentiated. Each individual concern needs to be classified correctly. In order to solve the problem, the agent usually requires functional knowledge. On the other hand the customer has the expectation, that his problem will be solved right away. Targenio solution: Any kind of concern can be put in as default: complaints, inquiries Structured display of product and/or services and customer articulations in tree or list form with search function: This is the basis for later analyses. Additionally complex relations between products and services (e.g. by international markets) are presentable. As a support for the agent, solution information and quick references are provided and actual notes can be displayed. For more information, please contact us: 9

10 5. Processing and reacting Workflow decision activity Kind of processing : Depending on the content and on the affected areas, different processes and procedures are required for the processing of customer concerns. The screen linked with this activity offers different processing alternatives for the agent. Fig. 6: Further processing decision screen Requirements of this activity: The agent needs to decide about the further course of action. Without having supporting suggestions, errors and time-consuming actions may occur. Targenio Solution: The Targenio workflow contains a decision activity for all reasonable alternatives. The agent decides on the suitable kind of processing and is automatically guided through the further process. For more information, please contact us: 10

11 Request statement Workflow activity request statement : A screen that is provided through the activity request statement supports the agent while requesting statements through the channels of word documents, , Targenio workflow or Targenio . Fig. 7: Statement request screen In order to judge and reply to customer concerns, the agent often requires functional and customer-specific information which he cannot access directly. Depending on the size of the organization, the agent needs to spend a lot of time to find the right contact person and the respective contact data. The statement request needs to be clear so that the contact person knows what the question is about and what kind of information is required. In order to prevent timeouts during the process period, it is essential to control the timely reception of the statement. Targenio Solution: Internal contact data can be found within the internal addresses. The case-relevant recipients can be automatically suggested or set as default. Templates and text modules make phrasing easier. After completing the activity, the information regarding the statement will be automatically documented in Targenio. For more information, please contact us: 11

12 Controlling of task list Fig. 8: Task list screen Cases often require more than one flow of work. Contact persons outside the customer service department are often busy and don t react immediately on their colleagues requests. Employees and managers face the challenge to keep the overview under those circumstances. They need to take care that the cases are being handled in due time. Vacations or illness shall not have the consequence that customer concerns get delayed. Targenio solution: The personal task overview lists all open activities and marks them colorcoded according to the deadline situation. Per selection box managers can track other users (or pool of users) activities. This allows a better control of the department and reallocation of tasks is possible, if required. Statements that are not provided will be shown to the agent in due time. The workflow also comprises a reminder procedure. For more information, please contact us: 12

13 Enter a statement It is possible to either request statements from persons within the Targenio user circle or persons outside the Targenio system. Targenio internal statement: Fig. 9: Internal statement screen If a person of the company or an external service provider is requested to enter a statement via he requires significant information together with the inquiry as well as the opportunity to transmit his statement in a structured way. Informal, incomplete or delayed responses induce further efforts for recording as well as for reminding procedure and escalation within the customer service. Targenio Solution: The Targenio-Workflow generates an to the respective agent. This includes a link to the task list. The task list shows all relevant fields and offers the opportunity to enter the statement within the field facts. Attachments can be viewed and edited. For more information, please contact us: 13

14 External statement: Fig. 10: External statement screen A person inside the company or external service providers, who is requested to give a statement, requires significant information and the possibility to handover the statement in a structured way. Formless, fragmentary or delayed feedback causes more effort for entering the information as well as for reminding procedure and escalation. Targenio solution (same as for the internal statement): The Targenio-Workflow generates an to the respective agent. This includes a link to the task list. The task list shows all relevant fields and offers the opportunity to enter the statement within the field facts. Attachments can be viewed and edited. For more information, please contact us: 14

15 Reaction/Solving of customer concerns Workflow activity processing and solving : In order to solve the customer concern, a specific screen is comprised in the complaint management workflow, which the agent now accesses. He will select a solution from the possibilities suggested. Fig. 11: Reaction and Solution screen Requirements of this activity: In favor of efficiency and quality towards the customer, it is essential to eliminate needless efforts and possible sources of error also in this process step: Selection and entering of the solution shall happen fast. The selected solution needs to be documented and processed correctly. Targenio solution: A solution tree with included cost per solution and remarks support the agent in selecting the suitable solution. The cost will be taken from the master data but may also be modified specifically according to the case. A reporting of solution costs is possible as well in Targenio. A workflow rule may be added for accounting records in the accounting system (e.g. SAP) or for initiating the sending of flowers via Fleurop. For more information, please contact us: 15

16 Communication with the customer Workflow activity generate response to customer : The business traveler in this example should be informed about the solution of his concern within this step. The workflow is providing a screen for the user that supports him with the communication. The letter which is written by the agent to the claimant in this example is generated in Targenio in a first step and then exported to a word document. Fig. 12: Response screen Requirements of this activity: Many different kinds of argumentations are used in the customer service communication. Those standards are necessary in order to inform the customers formally correct and consistently. However, the customer expects to be responded to in an individual way. For more information, please contact us: 16

17 Targenio solution: The activity response to the customer allows generating responses per letter and (fax with additional software at the mail server) based on any document templates and stored text modules. This is the basis for individual processing. Documents generated are stored in the database of the workflow activity. For integrated letter writing, the sole requirement is the availability of Internet Explorer and MS Word. No additional software needs to be installed on the computer. After closing the word program, the generated word documents will be automatically uploaded to the Targenio server and shown in the respective customer file. A field for notes allows to document oral statements. The described process can flexibly be amended with further activities and screens, such as shown in the following example: 6. Satisfaction inquiry The Targenio customizing feature enables to amend the complaint management workflow from the reference process with new activities. Practical example: Generating the new activity satisfaction inquiry with input screen A satisfaction inquiry shall be added to the above described complaint management process: Two weeks after completing the case, the customer will be called and asked whether he is satisfied with the solution and if he has remarks regarding the problem handling. Realization in Targenio: A new activity satisfaction inquiry will be added to the workflow designer. It will be included previous to the activity end and assigned to the user pool back office. 14 days will be set as time limit for processing. After this modification within the workflow, the complaint will not be set as complete after the reply to the customer but will be assigned to the back office pool for the satisfaction inquiry. In order to enter the conversation with the customer in a structured way, and for later analysis, a new screen will be generated by the screen designer and will contain -simplified for sample reasons 1 - following elements: Selection buttons for the alternatives very satisfied, satisfied, not satisfied A free text edit field for the customer s remarks A free text edit field for the agent s remarks 1 From a functional point of view, usually a more complex than the 3 stage spectrum will be used for replies. E.g. in the style of the 5 SERVQUAL-dimensions. For more information, please contact us: 17

18 The selection and edit fields in the screen designer will be connected with available data base fields. Subsequently, the new screen will be stored under the name Targenio satisfaction. This name will then be saved as screen type in the mask designer. Now, after a complaint has been processed, the back office will be assigned with the task. After double clicking in the task overview, the new screen will pop up. The fields will later be available for analyses with the Targenio Tool. Through this, analyses of the customer surveys are possible. This short example can be enlarged in the practical use: The satisfaction survey might only be conducted for certain complaint reasons and only carried out as a spot check if required. In case the customer expressed dissatisfaction, an automatic process could be initiated as a consequence, in order to satisfy the customer again. Automatic process decisions of this kind will be added to the workflow as rules 2. 2 Rules are small Java program modules, which can be added or deleted during the use of Targenio. For more information, please contact us: 18

19 7. The Rödl CRM Competence Center Rödl & Partner is active at 91 wholly-owned locations in 40 countries. The integrated firm for audit, legal, management and tax consulting owes its dynamic success to over three thousand entrepreneurial minded partners and colleagues. In close collaboration with our clients we develop information for well-founded economic, tax, legal and IT decisions that we implement together both nationally and internationally. Targenio is a workflow-based customer relationship management (CRM) solution (cloud and on-premise) that atomizes the business processes in customer service and management and boosts highest service quality and cost efficiency. Process changes can be implemented easily. Targenio is a multi-channel solution and provides communication with customers and clients via various media. An integrated reporting displays customer service key figures, metrics and KPIs in a real-time dashboard. In this way Targenio combines the benefits of a powerful workflow solution with CRM-focused functionalities and provides a unique approach. 8. Contact us We also gladly accompany you with the setting up or upgrading of your idea, knowledge or quality management contact us! Rödl Consulting AG Erlenstegenstraße Nürnberg Germany Telefon +49 (911) Telefax +49 (911) For more information, please contact us: 19

CWA Flow. CWA Flow 8D Report. The flexibly configurable software. Claim and Complaint Management. User-defined forms and processes

CWA Flow. CWA Flow 8D Report. The flexibly configurable software. Claim and Complaint Management. User-defined forms and processes CWA Flow 8D Report Web- and workflow-based software for claims, problems and 8D reports CWA Flow Claim and Complaint Management The flexibly configurable software User-defined forms and processes Workflow

More information

SIEBEL CRM ON DEMAND SERVICE

SIEBEL CRM ON DEMAND SERVICE SIEBEL CRM ON DEMAND SERVICE The success of a business depends, in large part, on the quality of customer service that business provides. Siebel CRM On Demand Service gives you the tools you need to enhance

More information

CWA Flow. CWA Flow - 8D-Report. Die flexibel konfigurierbare Software. Freie Definition von Formularen und Prozessen

CWA Flow. CWA Flow - 8D-Report. Die flexibel konfigurierbare Software. Freie Definition von Formularen und Prozessen CWA Flow - 8D-Report Web- und workflowbasierte Software für Reklamationen, Probleme und 8D-Report CWA Flow Modules for Quality Management and Process Management Die flexibel konfigurierbare Software Freie

More information

SMS ONLINE v1.5. Product White Paper IT S LIKE HOTMAIL FOR TEXT MESSAGING

SMS ONLINE v1.5. Product White Paper IT S LIKE HOTMAIL FOR TEXT MESSAGING IT S LIKE HOTMAIL FOR TEXT MESSAGING SMS ONLINE v1.5 Product White Paper Website: www.m-science.com Telephone: 01202 241120 Email: enquiries@m-science.com Table of Contents Introduction... 4 Summary of

More information

CWA Flow. CWA Flow 8D Report. Web-based solution. Workflow management with integrated process designer. Workflow and web-based solution

CWA Flow. CWA Flow 8D Report. Web-based solution. Workflow management with integrated process designer. Workflow and web-based solution CWA Flow 8D Report Web- and workflow-based software for claims, problems and 8D reports CWA Flow Workflow management with integrated process designer Web-based solution Workflow and web-based solution

More information

release 240 Exact Synergy Enterprise CRM Implementation Manual

release 240 Exact Synergy Enterprise CRM Implementation Manual release 240 Exact Synergy Enterprise CRM Implementation Manual EXACT SYNERGY ENTERPRISE CRM IMPLEMENTATION MANUAL The information provided in this manual is intended for internal use by or within the organization

More information

DOCUMATION S CUSTOMER SERVICES SOLUTION

DOCUMATION S CUSTOMER SERVICES SOLUTION Documation s Customer Services Solution Documation is a leading provider of document-centric workflow and content management software, delivering services and solutions to businesses and organisations

More information

Licensing & Installation Options

Licensing & Installation Options Licensing & Installation Options Option Outright licence purchase Available only on desktop PC & any number of workstations Desktop monthly lease Available only on desktop PC & any number of workstations

More information

iextensions CRM v6.3 Marketing Datasheet

iextensions CRM v6.3 Marketing Datasheet iextensions CRM v6.3 Marketing Datasheet What Does iextensions CRM Do for Marketing? Helps Me Effectively Manage and Measure the Success of My Marketing Campaigns Overall Benefits: Lets me plan, develop

More information

NICE BACK OFFICE SOLUTIONS. Improve the Efficiency and Effectiveness of Your Back Office Operations. www.nice.com. Insight from Interactions

NICE BACK OFFICE SOLUTIONS. Improve the Efficiency and Effectiveness of Your Back Office Operations. www.nice.com. Insight from Interactions NICE BACK OFFICE SOLUTIONS Improve the Efficiency and Effectiveness of Your Back Office Operations Insight from Interactions www.nice.com INTRODUCTION In today s competitive marketplace, your company has

More information

CUSTOMER MANAGEMENT IN THE CLOUD

CUSTOMER MANAGEMENT IN THE CLOUD CUSTOMER MANAGEMENT IN THE CLOUD SPEED UP YOUR BUSINESS WITH CRM2HOST. COST-EFFICIENT, FLEXIBLE, INTUITIVE AND SECURE. Business requirements steadily grow. You need efficient processes and central information

More information

Digital Marketing Center

Digital Marketing Center Digital Marketing Center One Product, Many Ways to Engage with Your Customers Solution Insight 01.15 DIGITAL MARKETING Automate complex omni-channel digital marketing campaigns Plan, design and send campaigns

More information

Long-Term Customer Loyalty. Total Integration. Investment For The Future. CRM. Customer Relationship Management

Long-Term Customer Loyalty. Total Integration. Investment For The Future. CRM. Customer Relationship Management Long-Term Customer Loyalty. Total Integration. Investment For The Future. CRM Customer Relationship Management Customer Relationship Management - Where the Customer Really Is King Data transfer from one

More information

DOCUMATION S SELF-SERVICE PORTAL

DOCUMATION S SELF-SERVICE PORTAL Documation is a leading provider of document-centric workflow and content management software, delivering services and solutions to businesses and organisations in the UK, Europe and around the world.

More information

Use Your Contact Center to Build a Better Customer Experience

Use Your Contact Center to Build a Better Customer Experience SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Use Your Contact Center to Build a Better Customer Experience Engage your customers across all points of contact Engage your

More information

SOFTWARE PRODUCT SIGNON KMI

SOFTWARE PRODUCT SIGNON KMI SOFTWARE PRODUCT SIGNON KMI Your tool for effective customer management 2 SIGNON KMI Customer Management Perfect customer support made easy: Using the customer management set (SIGNON KMI) allows for the

More information

Business 360 Online - Product concepts and features

Business 360 Online - Product concepts and features Business 360 Online - Product concepts and features Version November 2014 Business 360 Online from Software Innovation is a cloud-based tool for information management. It helps you to work smarter with

More information

Mothernode CRM SALES & MARKETING EDITION

Mothernode CRM SALES & MARKETING EDITION Mothernode CRM SALES & MARKETING EDITION Increase lead acquisition and conversion, measure campaign revenue and integrate with popular marketing applications. Mothernode CRM The easiest way to run your

More information

Outstanding! professional services. Our software provides YOu with satisfied customers.

Outstanding! professional services. Our software provides YOu with satisfied customers. Impressive in terms of efficiency. Easy to use. We use the 360 customer management of GEDYS IntraWare to work together optimally as a team, throughout the company in sales, marketing and service. Outstanding!

More information

4.4 Customer Relations Management Tools

4.4 Customer Relations Management Tools Section 4 Bidder's Products, Methodology, and Approach to the Project 4.1 FACTS II Requirements Summary 4.11 Interfaces 4.2 Functional Requirements 4.12 System Development 4.3 Technical Requirements 4.13

More information

Customer Timeline - New in Summer 2012. Web Lead Capture - New in Summer 2012. Built-In Dashboards - New in Summer 2012

Customer Timeline - New in Summer 2012. Web Lead Capture - New in Summer 2012. Built-In Dashboards - New in Summer 2012 What s New Maximizer CRM 12 Features New Mobile Access User Interface Enhanced Mobile Access Appointment Management Enhanced Web Access User Interface Improved Web Access Speed & Navigation LinkedIn Integration

More information

Service Management in Microsoft Dynamics CRM 2011

Service Management in Microsoft Dynamics CRM 2011 Course 80292A: Service Management in Microsoft Dynamics CRM 2011 About this Course This course introduces Microsoft Dynamics CRM service management functionality and explains how it helps organizations

More information

SAP CRM 2007 - Campaign Automation

SAP CRM 2007 - Campaign Automation SAP CRM 2007 - Campaign Automation Applies to: SAP CRM 7.0 For more information, visit the Customer Relationship Management homepage Summary Campaign Automation is designed to help you in the increasingly

More information

ATTRACT PROSPECTS ENGAGE CUSTOMERS SUCCEED IN YOUR BUSINESS

ATTRACT PROSPECTS ENGAGE CUSTOMERS SUCCEED IN YOUR BUSINESS ATTRACT PROSPECTS ENGAGE CUSTOMERS SUCCEED IN YOUR BUSINESS Maximizer CRM is a completely integrated sales, marketing and customer service and support management solution that enables you to attract prospects,

More information

Microsoft CRM and DycoTrade

Microsoft CRM and DycoTrade Microsoft CRM and DycoTrade Why CRM in combination with DycoTrade? Streamline the Opportunity and Quotation Process Establish collaboration with and between Traders & Counterparties Deliver structured

More information

MULTI-CHANNEL BUSINESS SOFTWARE. Contact Management. e-commerce solutions. Full ERP/ CRM CALL CENTRE MANAGER

MULTI-CHANNEL BUSINESS SOFTWARE. Contact Management. e-commerce solutions. Full ERP/ CRM CALL CENTRE MANAGER MULTI-CHANNEL Contact Management e-commerce solutions Full ERP/ CRM CALL CENTRE MANAGER Introduction A new generation of contact management software to manage both sales prospecting and servicing existing

More information

Service Management Simplified

Service Management Simplified Service Management Simplified TOPdesk develops, markets, implements and supports software which helps organisations to efficiently manage the services they provide. Our vision is to create a user-friendly

More information

TOPdesk Professional. Service Management Simplified

TOPdesk Professional. Service Management Simplified Service Management Simplified TOPdesk develops, markets, implements and supports software that helps organisations to efficiently manage the services they provide. Our vision is to create a user-friendly

More information

What is a workflow? Workflows are a series of actions that correspond to a work process

What is a workflow? Workflows are a series of actions that correspond to a work process SharePoint 2010 What is a workflow? Workflows are a series of actions that correspond to a work process For example a document approval process Workflows can control most aspects of a SharePoint 2010 site,

More information

Professional Customer Care in your contact center with Microsoft Dynamics CRM

Professional Customer Care in your contact center with Microsoft Dynamics CRM Professional Customer Care in your contact center with Microsoft Dynamics CRM Perfect customer care with Microsoft Dynamics CRM CRM Contact Center with Microsoft Dynamics CRM DYNAMICS ENGAGE CUSTOMER CARE

More information

Email Marketing Center

Email Marketing Center Email Marketing Center Saturno Email Marketing Center enables firms to send newsletters, legal updates, and event invitations to large distribution lists, manage distribution lists, and track campaign

More information

Descartes Customer Service Portal

Descartes Customer Service Portal D E S C A R T E S U s e r G u i d e Version 1.11 April 2016 Toll Free 800.419.8495 Int l 519.746.8110 info@descartes.com www.descartes.com Table of Contents ABOUT DESCARTES SERVICE DESK... 4 CONTACTING

More information

SAP Digital CRM. Getting Started Guide. All-in-one customer engagement built for teams. Run Simple

SAP Digital CRM. Getting Started Guide. All-in-one customer engagement built for teams. Run Simple SAP Digital CRM Getting Started Guide All-in-one customer engagement built for teams Run Simple 3 Powerful Tools at Your Fingertips 4 Get Started Now Log on Choose your features Explore your home page

More information

Managing Your Brand s Online Reputation on TripAdvisor

Managing Your Brand s Online Reputation on TripAdvisor Managing Your Brand s Online Reputation on TripAdvisor Getting the Most out of the World s Largest Travel Site Scott Caufield DMO Sales Manager - Midwest Region TripAdvisor GULF SHORES & ORANGE BEACH

More information

Worldclass Recruiting Software for successful Enterprises

Worldclass Recruiting Software for successful Enterprises Worldclass Recruiting Software for successful Enterprises Transform your business with staffitpro WEB. We have been supporting recruiting agencies for over 15 years. staffitpro WEB is the top market leading

More information

Customer Service in Microsoft Dynamics CRM 2013 80545A; 1 Day; Instructor-led

Customer Service in Microsoft Dynamics CRM 2013 80545A; 1 Day; Instructor-led Customer Service in Microsoft Dynamics CRM 2013 80545A; 1 Day; Instructor-led Course Description This course focuses on how an organization can nurture customer satisfaction through automation of business

More information

Business Management Made Simpler

Business Management Made Simpler SAP Brief SAP s for Small Businesses and Midsize Companies SAP Business One Objectives Business Management Made Simpler Successfully manage and grow your small business Successfully manage and grow your

More information

Power Smart Business Operations with Real-Time Process Intelligence

Power Smart Business Operations with Real-Time Process Intelligence SAP Brief SAP Business Suite SAP Operational Process Intelligence Powered by SAP HANA Objectives Power Smart Business Operations with Real-Time Process Intelligence Gain visibility into processes and data

More information

Regions Secure Webmail. Instructions

Regions Secure Webmail. Instructions Regions Secure Webmail Instructions Regions Bank Member FDIC Revised 092015 REGIONS SECURE WEBMAIL Regions has established privacy guidelines to protect customers, vendors, and associates of Regions Bank.

More information

SAS Customer Intelligence 360: Creating a Consistent Customer Experience in an Omni-channel Environment

SAS Customer Intelligence 360: Creating a Consistent Customer Experience in an Omni-channel Environment Paper SAS 6435-2016 SAS Customer Intelligence 360: Creating a Consistent Customer Experience in an Omni-channel Environment Mark Brown and Brian Chick, SAS Institute Inc., Cary, NC ABSTRACT SAS Customer

More information

ImageMaster. ECM Product Suite.

ImageMaster. ECM Product Suite. Contact: T-Systems Enterprise Services GmbH Fasanenweg 5 70771 Leinfelden-Echterdingen Germany Phone: +49 711 972 47779 e-mail: imagemaster@t-systems.com www.t-systems.de/imagemaster ImageMaster. ECM Product

More information

Getting Started with Explorer Document Management for Alfresco Community Edition 3.2

Getting Started with Explorer Document Management for Alfresco Community Edition 3.2 Getting Started with Explorer Document Management for Alfresco Community Edition 3.2 Contents Copyright... 1 Introduction... 2 Important notes... 2 Starting with Explorer... 3 Toolbar...3 Sidebar...4

More information

Smart field sales excellence platform designed to expedite sales activities in the field

Smart field sales excellence platform designed to expedite sales activities in the field Smart field sales excellence platform designed to expedite sales activities in the field Successful companies need to be agile and responsive to their customer s needs. They ve replaced manual processes

More information

Empowering Global Medical Information Teams with Software Solutions

Empowering Global Medical Information Teams with Software Solutions www.arisglobal.com A White Paper Presented By ArisGlobal Empowering Global Medical Information Teams with Software Solutions by Ome Ogbru, PharmD, Medical Information, SME Empowering Global Medical Information

More information

Aiimi Solutions for Local Government Document Management for Chief Executives

Aiimi Solutions for Local Government Document Management for Chief Executives Aiimi Solutions for Local Government 10/02/2014 V1.0 Contents 1. Introduction... 3 1.1 Overview... 3 2. EDRM Solutions for Chief Execs... 3 2.1 File Plan... 3 2.2 Scanning and Digital Mailroom... 4 2.3

More information

New, changed, or deprecated features

New, changed, or deprecated features Microsoft Dynamics AX 7 New, changed, or deprecated s This document provides a summary of new and changed s that have been implemented in Microsoft Dynamics 'AX 7'. It also includes deprecated notices

More information

Document Lifecycle Management for Engineering and Resources

Document Lifecycle Management for Engineering and Resources Document Lifecycle Management for Engineering and Resources Need to Manage Engineering Documents? Fastman s Document Lifecycle Management for Engineering and Resources can help! What is DLM4ER? Document

More information

How to choose the best CRM implementation partner for your call center

How to choose the best CRM implementation partner for your call center WHITE PAPER How to choose the best CRM implementation partner for your call center Top benefits and technology considerations for selecting the CRM that matches your needs INTRODUCTION In the era of multi-channel

More information

14.95 29.95. 3 Unlimited. Click4Assistance - Package Comparison. The Packages...

14.95 29.95. 3 Unlimited. Click4Assistance - Package Comparison. The Packages... The Packages... Lite Low cost, entry level live chat software, available for small businesses with a single operator. This option allows unlimited chats, and offers a great range of button images and chat

More information

Understanding Customer Care

Understanding Customer Care Oracle Customer Care Concepts and Procedures Release 11i April 2000 Part No. A83657-01 Understanding Customer Care This topic group provides an overview of the application and its components, explanation

More information

CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY

CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY A WHITE PAPER ON THE BENEFITS OF DEPLOYING AN ADVANCED, CONFIGURABLE CONTACT CENTER TEAM APPLICATION SUITE; ENHANCES PRODUCTIVITY, DELIVERS SUBSTANTIAL

More information

Developing a CRM Platform: a Bulgarian case

Developing a CRM Platform: a Bulgarian case Developing a CRM Platform: a Bulgarian case SOFIYA VACHKOVA OmegaSoft Ltd. 51 Aleksandar Malinov Blvd., 1712 Sofia BULGARIA sophy.v@gmail.com http://www.omegasoft.bg ELISSAVETA GOUROVA Faculty of Mathematics

More information

GET CAESAR. Professional Software Solution for Multiproject Controlling

GET CAESAR. Professional Software Solution for Multiproject Controlling GET CAESAR Professional Software Solution for Multiproject Controlling Even in 49 BC the rules of business running were the same as they are nowadays: only the person having the knowledge of situation

More information

Accounts Marketing Sales Project Management Campaigns Invoicing SMS Wiki Calendar Bulk Email Opportunities Quotes Surveys Reports

Accounts Marketing Sales Project Management Campaigns Invoicing SMS Wiki Calendar Bulk Email Opportunities Quotes Surveys Reports Intrabench// is a complete business management, cloud based system. Versatile, fast and secure allowing you to organise your contacts, drive sales, manage productivity, create marketing and keep accounts

More information

Mothernode CRM ENTERPRISE (ERP) EDITION

Mothernode CRM ENTERPRISE (ERP) EDITION Mothernode CRM ENTERPRISE (ERP) EDITION Everything you need to run your business from sales to order fulfillment, inventory management to invoicing, and much more. Mothernode CRM The easiest way to run

More information

Use Flags and Reminders in Outlook

Use Flags and Reminders in Outlook Use Flags and Reminders in Outlook Flagged email messages help you better manage your mail. Flagged messages create to- do items either for you alone or for you and the recipients of the email message.

More information

KnoahSoft Harmony TM Suite. Because Not All Agents are Created Equal

KnoahSoft Harmony TM Suite. Because Not All Agents are Created Equal KnoahSoft Harmony TM Suite Because Not All Agents are Created Equal Performance management is not just software; it is a mindset that permeates the entire solution. When performance management tools are

More information

Navsya Technologies Pvt. Ltd. BlueChilli CRM

Navsya Technologies Pvt. Ltd. BlueChilli CRM Navsya Technologies Pvt. Ltd. BlueChilli CRM Solution Agenda What is CRM? CRM SFA Overview System Features Sample Screenshots What Is CRM? How does it differ from simple contact management? Customer Facing

More information

Client/Server Messaging System v3.28 Client User's Guide

Client/Server Messaging System v3.28 Client User's Guide Client/Server Messaging System v3.28 Client User's Guide Client/Server Messaging System v3.28 Client User's Guide Page 1 Contents 1 Introduction...3 2 Glossary...3 3 What is the Messaging System?...4 4

More information

isotravel.com Customer Relationship Management for Tourism Companies

isotravel.com Customer Relationship Management for Tourism Companies isotravel.com Customer Relationship for Tourism Companies Hier Emerald With Emerald, ISO has developed a tailor-made CRM solution for the needs of the tourism market. Emerald supports the whole process

More information

SimplyCast emarketing Email User Guide

SimplyCast emarketing Email User Guide SimplyCast emarketing Email User Guide Email User Guide Page 1 Contents 1. Email Overview... 3 2. Features Overview... 3 3. Email Editor Features... 8 4. How to Create an Email Campaign?... 5 5. Additional

More information

ShenProfessional 3.1- Quick Start Guide. Juergen Bschaden

ShenProfessional 3.1- Quick Start Guide. Juergen Bschaden ShenProfessional 3.1- Quick Start Guide Juergen Bschaden November, 2011 2 TOC 1 ShenProfessional Quick Start Guide... 3 2 Options... 3 3 TCM Theory... 4 4 TCM Tutorial... 4 4.1 TCM (TCM Tutorial)... 4

More information

Oracle Financials Cloud

Oracle Financials Cloud Oracle Financials Cloud Oracle Financials Cloud offers a broad suite of modules and capabilities designed to empower modern finance and deliver customer success with streamlined processes, increased productivity

More information

CRM & xrm for your IT business

CRM & xrm for your IT business CRM & xrm for your IT business for the IT sector Give yourself the freedom to focus on excellent customer service Whether you are an IT service or software provider, by making your customers happy, you

More information

Cepas Argentinas: Improving Business Intelligence with SAP Web Channel Experience Management

Cepas Argentinas: Improving Business Intelligence with SAP Web Channel Experience Management Cepas Argentinas: Improving Business Intelligence with SAP Web Channel Experience Management For over 70 years Cepas Argentinas has been producing and distributing a wide range of beverage brands that

More information

Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative

Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative INTRODUCTION Across the utilities industry, several factors are making customer service a strategic priority

More information

InSync: Integrated EMR and Practice Management System

InSync: Integrated EMR and Practice Management System InSync: Integrated EMR and Practice Management System From MD On-Line InSync Version 5.4 End-to-End Medical Office Software Suite It took me a long time to feel comfortable with purchasing an EMR system.

More information

CURSOR-CRM. Perfect customer orientation

CURSOR-CRM. Perfect customer orientation CURSOR-CRM Perfect customer orientation C O O P E R A T I N G maximal freedom maximal confidence: Your independence with CURSOR-CRM! From creating the quotation and contract, up to the complex projects

More information

RS MDM. Integration Guide. Riversand

RS MDM. Integration Guide. Riversand RS MDM 2009 Integration Guide This document provides the details about RS MDMCenter integration module and provides details about the overall architecture and principles of integration with the system.

More information

The Internet Software for Human Resource Consultants and Companies

The Internet Software for Human Resource Consultants and Companies The Internet Software for Human Resource Consultants and Companies CUTTING EDGE TECHNOLOGY: OKTOCAREER PROVIDES YOUR COMPETITIVE ADVANTAGE With OktoCareer I am in control While personnel departments are

More information

Second CRM CRM Solution for Small Companies

Second CRM CRM Solution for Small Companies Second CRM CRM Solution for Small Companies Technologize Your Business TM Introductory Presentation June 2010 Agenda Second CRM On Demand CRM Solution Introduction Second CRM Features Pricing, Implementation

More information

How to improve service quality through enterprise feedback management?

How to improve service quality through enterprise feedback management? How to improve service quality through enterprise feedback management? Content Introduction 3 1. How has Enterprise Feedback Management worked up until now? 4 2. Collecting and using the right data at

More information

SAP Customer Success Story Professional Services T-Systems. T-Systems: Managing Global Sales with SAP CRM

SAP Customer Success Story Professional Services T-Systems. T-Systems: Managing Global Sales with SAP CRM T-Systems: Managing Global Sales with SAP CRM T-Systems International GmbH Industry Professional services IT service providers Products and Services Full service provider for the operation of information

More information

Harness the value of information throughout the enterprise. IBM InfoSphere Master Data Management Server. Overview

Harness the value of information throughout the enterprise. IBM InfoSphere Master Data Management Server. Overview IBM InfoSphere Master Data Management Server Overview Master data management (MDM) allows organizations to generate business value from their most important information. Managing master data, or key business

More information

www.inovoo.com Novo Mail

www.inovoo.com Novo Mail www.inovoo.com Novo Mail Email is and will remain a popular communications channel 01 For businesses... and for customers. Fast Convenient Easy You can have data without information, but you cannot have

More information

Table of Contents INTRODUCTION... 3 HOME PAGE Announcements Personalize & Change Password Reminders SERVICE CATALOG...

Table of Contents INTRODUCTION... 3 HOME PAGE Announcements Personalize & Change Password Reminders SERVICE CATALOG... Table of Contents INTRODUCTION... 3 HOME PAGE... 4 Announcements... 8 Personalize & Change Password... 9 Reminders... 11 SERVICE CATALOG... 14 Searching for Service(s)... 14 Creating a Service Request...

More information

8 Creating a Workflow

8 Creating a Workflow Whether you are building a new workflow from scratch or using an SAP supplied workflow, it is important that you understand the Workflow Builder tool. This chapter gets you started by enabling you to create

More information

Grievance Management System through Call Centre

Grievance Management System through Call Centre Grievance CHAPTER Management 21 System through Call Centre 227 Grievance Management System through Call Centre Rajendra Kumar Secretary (IT), Department of IT Delhi Secretariat secyit@nic.in ABSTRACT Citizens

More information

EVOLVE Customer Relationship Management

EVOLVE Customer Relationship Management EVOLVE Customer Relationship Management With EVOLVE CRM, optimize your sales resources, reduce administrative costs and achieve constistent customer-oriented busieness process Organization and deliver

More information

CHAPTER 4: INTERACTIONS AND DOCUMENT MANAGEMENT

CHAPTER 4: INTERACTIONS AND DOCUMENT MANAGEMENT Chapter 4: Interactions and Document Management CHAPTER 4: INTERACTIONS AND DOCUMENT MANAGEMENT This chapter contains the following sections: Introduction Setting Up Interactions Using the Create Interaction

More information

Paperless Office process and document management system

Paperless Office process and document management system Paperless Office process and document management system Paperless office? It's easier than you think. The Paperless Office system enables you to improve your company's performance, decrease its operating

More information

MS-8913: Microsoft Dynamics CRM 4.0 Applications. Course Objectives. Required Exam(s) Price. Duration. Methods of Delivery.

MS-8913: Microsoft Dynamics CRM 4.0 Applications. Course Objectives. Required Exam(s) Price. Duration. Methods of Delivery. MS-8913: Microsoft Dynamics CRM 4.0 Applications This three-day instructor led course explores the Microsoft Dynamics CRM application from a user's perspective. Application functionality covered in the

More information

Make Your Business Simple Using FobessCRM

Make Your Business Simple Using FobessCRM Make Your Business Simple Using FobessCRM 1 FobessCRM at a Glance Built for Planning Prepare and manage content Design channel strategy Decide targeted campaigns Freedom in Interaction Approach customers

More information

DOCUMATION S TRAVEL & EXPENSES

DOCUMATION S TRAVEL & EXPENSES Documation is a leading provider of document-centric workflow and content management software, delivering services and solutions to businesses and organisations in the UK, Europe and around the world.

More information

PROCEDURE 1310.26 Issued: October 5, 2001 Effective Date: September 14, 2000

PROCEDURE 1310.26 Issued: October 5, 2001 Effective Date: September 14, 2000 PROCEDURE 1310.26 Issued: October 5, 2001 Effective Date: September 14, 2000 SUBJECT: APPLICATION: PURPOSE: CONTACT AGENCY: Customer Service Center Functional Standard Executive Branch Departments and

More information

Siemens HiPath ProCenter Multimedia

Siemens HiPath ProCenter Multimedia Siemens HiPath ProCenter Multimedia Today s business climate is tougher than ever, and chances are your competitors are no longer just a local concern. All this means finding ways of improving customer

More information

Contact: Systems Alliance, Inc. 34 Loveton Circle Sparks, Maryland Phone: / 877.SYSALLI Fax:

Contact: Systems Alliance, Inc. 34 Loveton Circle Sparks, Maryland Phone: / 877.SYSALLI Fax: Contact: Systems Alliance, Inc. 34 Loveton Circle Sparks, Maryland 21152 Phone: 410.584.0595 / 877.SYSALLI Fax: 410.584.0594 http://www.systemsalliance.com http://www.siteexecutive.com SiteExecutive Version

More information

Terrasoft CRM Basis Guide

Terrasoft CRM Basis Guide Contents Terrasoft CRM Basis Guide Terrasoft CRM 1 Basis Guide Contents Welcome... 5 About Guide... 6 About User... 7 1. How to Start... 8 1.1. Launching System... 8 1.2. Change of Password... 9 2. Workspace...

More information

VNC Zimlets. Version 1.0 Berlin, 06. August 2014

VNC Zimlets. Version 1.0 Berlin, 06. August 2014 VNC Zimlets Version 1.0 Berlin, 06. August 2014 VNC Virtual Network Consult AG, 2014 Table of Content Zimlets... 3 Functional Zimlets... 4 VNC PDF Zimlet... 4 VNC History Zimlet... 5 VNC Click-2-Dial Zimlet...

More information

BluWave crm Product Fact Sheet

BluWave crm Product Fact Sheet BluWave crm Product Fact Sheet Prepared By Tania Cooke-Tonnesen Executive Sales, BluWave Software tania@bluwave.co.za 011 462 6871 082 414 9138 Last Updated Sept 2013 Application of BluWave crm Expected

More information

Vertical Solution for Financial Services. Powered by Microsoft Dynamics CRM

Vertical Solution for Financial Services. Powered by Microsoft Dynamics CRM Vertical Solution for Financial Services Powered by Microsoft Dynamics CRM COMPLIANCE WITH SAUDI MARKET The application is developed to cater the Saudi market and fully complies with the governing rules

More information

AssurX Makes Quality & Compliance a Given Not Just a Goal

AssurX Makes Quality & Compliance a Given Not Just a Goal AssurX Makes Quality & Compliance a Given Not Just a Goal TRACK. MANAGE. AUTOMATE. IMPROVE. AssurX s powerfully flexible software unites and coordinates information, activities and documentation in one

More information

Trouble Ticket Express

Trouble Ticket Express Trouble Ticket Express Operator Manual rev. 1.0. 2006 by United Web Coders www.unitedwebcoders.com 1. System Overview 1.1. Concepts The Trouble Ticket Express is a web based help desk system. The program

More information

SupportDesk and Customer Relationship Management

SupportDesk and Customer Relationship Management SupportDesk and Customer Relationship Management 1 Introduction The CRM Module is a SupportDesk optional extra, available in the Windows and Web interfaces. It is intended for those supporting external

More information

Service Overview. KANA Express. Introduction. Good experiences. On brand. On budget.

Service Overview. KANA Express. Introduction. Good experiences. On brand. On budget. KANA Express Service Overview Introduction KANA Express provides a complete suite of integrated multi channel contact and knowledge management capabilities, proven to enable significant improvements in

More information

Second CRM On Demand CRM Solution

Second CRM On Demand CRM Solution Second CRM On Demand CRM Solution Technologize Your Business TM Introductory Presentation July 2009 Agenda Second CRM On Demand CRM Solution Introduction Second CRM Features Implementation, Support & Pricing

More information

CRM Login ADMIN PANEL. URL - www.fulloncrm.com. Login page Details: 1. Login Page :

CRM Login ADMIN PANEL. URL - www.fulloncrm.com. Login page Details: 1. Login Page : CRM Login ADMIN PANEL URL - www.fulloncrm.com Login page Details: 1. Login Page : Enter your Login Credential and click on login then it will open your panel. 2. Admin Dashboard : Your Admin dashboard

More information

Community Edition 3.3. Getting Started with Alfresco Explorer Document Management

Community Edition 3.3. Getting Started with Alfresco Explorer Document Management Community Edition 3.3 Getting Started with Alfresco Explorer Document Management Contents Copyright... 3 Introduction... 4 Important notes...4 Starting with Explorer... 5 Toolbar... 5 Sidebar...6 Working

More information

10 Questions to Ask Your On-Demand Contact Center Provider. An Oracle White Paper September 2006

10 Questions to Ask Your On-Demand Contact Center Provider. An Oracle White Paper September 2006 10 Questions to Ask Your On-Demand Contact Center Provider An Oracle White Paper September 2006 10 Questions to Ask Your On-Demand Contact Center Provider EXECUTIVE OVERVIEW Building and maintaining a

More information

Quick Reference Guide

Quick Reference Guide Quick Reference Guide Your MACH3: Your company logo, your photograph and signature appear as they would in print and email campaigns. Security: Change your password and view an audit trail of visits to

More information