SMART CRM Desk for Service Sector. Solution for Customer Relationship Mgmt (CRM) in Service Industry

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1 SMART CRM Desk for Service Sector Solution for Customer Relationship Mgmt (CRM) in Service Industry SMART CRM Desk for Service Sector A unique solution for the aftermarket warranty and service operations, which tracks all sales or service related interactions you have with each individual customer. Our solution has capabilities that improve your environment in process, cost, quality, and productivity. SMART CRM for Service Repair Centre's helps consumer products companies and their network of dealers and retailers to deliver world-class post-sales service by optimizing customer service and support, and warranty management.

2 SMART CRM helps you to process warranty service orders as per customer entitlements to process claims, more efficiently for your customers and streamlines the process of cost recovery from Manufacturers. Service Orders modules are integrated with procurement, service parts inventory, contracts, knowledge base and feedback surveys. SMART Workflow helps in automation and provides a well-documented service history for customer support operations. Solution Details : SMART CRM solutions contains easy configurability, flexible business process workflows, and dynamic rules that allow you to adjust to changing needs. We combine the SMART CRM SUITE data warehouse, metadata, and relational definitions with the powerful Microsoft SQL Server Database tool, resulting in the most easy to use and powerful analytics in our market. Key Benefits of SMART CRM Suite for Service Sector Supports key areas such as sales, service, and marketing. Readily accessible and available customer information via Internet and Mobile Apps Save customers contact details and previous history with company helping to improve the customer s interaction with company. Single source database for all customer related information Cross-department communication with the customer Contact management Increasing sales efficiency through easy reporting and visualization on current opportunities Ready-made Out-of-the-box solutions Process more Service Calls and Customer Complaints, with high level of customer satisfaction Instant Service and Complaint tickets Status Notification to customers via SMS and Improved Parts and Inventory Management 2

3 Efficient Task Management Make Quick Invoices for Service and Parts Sales Create a customer-centric approach to run your business. Proactive actions based on real market data SMART CRM Suite offers following capabilities : Service Call Management Sales Order Processing and Sales Invoicing Service Contract Administration and Billing Sales Lead and Opportunity Management Purchase Order Management Inventory and Parts Management Knowledge and Document Management Customer Feedback Survey Management Key Features of SMART Customer Relationship Management for Service Sector Easy web based access and SMS Notifications Escalation of Tickets Knowledge Base Support Easy to use Search Ticket Templates Tickets Monitoring Multilingual (English, Spanish, French and Arabic) General Features 3 Role based user security

4 Field level user security Real-time color coded management dashboards Surveys can be automatically sent to customers after Complaint or Service Orders are completed. Form Customization for Service Items Provides 24x7 access to technicians and end users through mobile apps on Androids and I-Phones Easy to Create Job Card Quick Cost Estimation Support Print Price Quote Service Call Management Get approvals from the concerned Manager before assigning to support engineers. Assign request to technician using workflow Request parts, if any, required for repairs Issue parts from the store Record work done (Time spent and costing details) Invoice the job Track different statuses for Service Orders such as: Open, waiting for Parts, Waiting for Replacement, Ready for collection, Closed etc. Complete Tracking of service orders using audit history. Tasks Management. Unlimited note taking ability. Automatic escalation of delayed service jobs. Auto text entry for redundant or common services. Store any related documents 4 Synchronize customers and contacts with ERP Systems

5 Customer Self Service Self-service portal included with the Help Desk. Web based portal Customers can report online complaints Check status and update existing requests Update contact details Search knowledge base Respond to surveys Access to Frequently Asked Questions (FAQs) Supports Complaint Classification Have Predefined templates for recurring Complaints. Customer Complaint Management Supports Calculation of Priority based on business impact and urgency Supports Statuses such as (e.g., Open, On hold, Closed etc.) Allows Copying/Cloning of Complaints. Supports search of knowledge base for similar Complaints to assist in the resolution of current Complaint Customizable thresholds for automated escalation. Allows Closure of multiple Complaints of same nature with a parent child relationship Supports service cost and amount of time worked Allows closure of Complaints by utilizing customizable Complaint closure code and root cause codes. Provides simple and advanced search capabilities. Have Complete Complaint history audit for the Complaint life cycle. 5

6 Sales Lead and Opportunity Management Contact management Opportunity management Lead qualification and management Account management Sales Quotations and Invoicing Order tracking Access to marketing materials Calendaring and Appointment scheduling with Auto Reminders Lead routing based on workflow View real-time Dashboards with drilldown capabilities Knowledge and Document Management Provide Access to knowledge base and company documents for technicians Have ability to make Approvals for newly added solution Supports Keyword search to find solutions based on request description Have Indexed document search for faster results Search history with previously resolved requests Support Frequently Asked Questions (FAQs) for technicians Generate Knowledgebase from the solved Complaints. Provide knowledgebase with external documents (multiple format to be accepted) Rich text editor support Evaluation of Knowledge Article s 6

7 Create and manage customer or vendor contracts Customer Contracts Management Add information and attach documents related to contract Manage any type of contracts Centralize and track Contracts according to your standard codes, categories, departments, locations, and more. Track contract costs and pricing information Meets contract compliance, audits, and governance, such as Sarbanes Oxley (SOX), ISO and Other government Regulations. Auto notifications for contracts, tasks, milestones, action items, and payments. Manage Vendors & 3rd Party Contacts Information. Track unlimited notes/comments. Supports, search on any field via ad-hoc searching, search results can be exported to Excel /PDF and other formats Has Ability to support calendaring integrated with contract notifications; exporting of Calendar to MS Outlook and of i-calendaring systems Generate alarms before contracts expire Manage purchase requests Manage complete life cycle of parts Supports Use vendor profile information for easier orders for refills or replacements or any other issues Users can request parts via service request parts Support Staff can release the inventory of requested parts Multiple Warehouse Support Complete Purchase Order Functionality Procurement and Inventory Management 7

8 Inventory Replenishment between Stores Multi-Currency Support Automatic Alert Notifications, if inventory falls below safety stock or re-order points Ability to support barcode Handheld devices custom integration support for Inventory Counting Customer Feedback Survey Management Supports Delivery of Survey Invitations via when an Complaint or Job Card is closed. Supports manual Delivery of Surveys to Selected Customers. Supports creation of Multiple Different Survey Types. Supports Unlimited User Defined Fields for Survey Questions Supports Drop-down, Radio Button, Checkbox, or Text Box Fields Supports Required or Optional "Additional Information" Text Boxes Supports Survey Invitations can be send via Supports Customizable Invitations & "Thank You" Verbiage Provides Analysis in form of Graphical Survey Results Reports and Dashboards Prebuilt stnd reports & flash dashboard s built as per Industry best practices Supports Integration with third party reporting software Reports to be exported as.csv,.xls and.pdf formats Real-time information update for reports and dashboards Integration Supports Auto complaint ticket creation from outside Applications / Interfaces 8

9 Integrated with and SMS gateways for sending alerts and notifications to field staff and customers SMART CRM Suite can be integrated with Key Systems ERP Systems (SAP, Navision, Oracle, Microsoft AX and others) Logistics Quality Systems Dealer Business Systems Supplier ERPs Purchasing Systems Simplified Administration Supports User-friendly processes, terminology and features Administrator has ability to enable/ disable Users account System Administration Supports administrator role that provides for complete system access Search database to retrieve records based on any field notifications sent to users based on rules Listener - To convert s to complaint tickets or leads notifications sent to staff based on rules Access levels and privileges for accounts User fields/function keys to allow easy customization Support attachments and URL's Frequently asked questions (FAQ) system Administrator has ability to segregate group's data based on roles Automate business processes and build workflows 9

10 For More information please contact: Internet Information Technologies 600 W. Ray Road D-3, Chandler, AZ USA Phone: (480) Web: Solution Website: /

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