1 itouch Vision CRM This document gives an overview of OneTouch Cloud CRM and discusses the diﬀerent features and functionality. For further information, about implementation and pricing please contact us.
2 Introduction itouch Vision Cloud CRM GENERAL FEATURES 1. Fully integrated Cloud CRM. 2. End-to-end process management. 3. Full Roles based access control, giving users access to only the functionality they need. 4. Customer portal access to allow customers to raise service requests online. 5. OneTouch CRM can be integrated into your other internal systems. 6. OneTouch CRM is designed for non-it People meaning anyone can configure and manage the platform. 7. Secure access via 256 Bit SSL encryption. 8. Dashboard reporting to allow a management summarized view on the current workload. 9. A complete workflow solution to map to the organisations business processes hour support. itouch Vision Cloud CRM We deliver a whole range of configurable modules which allow us to deliver a fully automated end to end solution. The modules OneTouch CRM is made up of several modules. 1. Contact centre The contact centre allows the agent to raise service requests on behalf of the customer. The contact centre captures all interactions with the customer and allows the agent to search the knowledge base to provide quick responses to the customers enquires. 2. Service Request The service request module allows the back office teams to mange the service requests that have been raised by the contact centre. Using the service request module the advisor has a full case management abilities. 3. Dashboards The dashboards provide analytical charts that allow users to make management decisions. 2
3 4. Mobile worker The mobile worker allows service requests and tasks to be assigned to agents in the field. The field agent can then complete the work and update any required forms. 5. Communications From the communications module the agent can send broadcast messages to the customers by , SMS or push message. Notifications can be sent to customers by different locations. 6. Comunity Centre The community centre stores all of the organisations customers, and all their interactions history including service requests and s. 7. Product Centre The product centre stores all of the product you offer. Each product has attributes that allow the organisation manage the product lifecycle. Service request can be raised against products. 9. Task centre The task centre allows you to create work items to resolve service requests or create actions for the contact center agents. 10.Case management The case management module allows you to manage long term cases from 3 days to over a year. This advanced module is suitable for all lines of business. What modules do I need? Depending on youkeyr business requirements and the type of activities your organisation performs, you will subscribe to a number of different modules. Before you sign up to the service one of our consultants will complete an assessment and will define what modules you should take. Depending on what type of vertical your organisation resides under we will setup up your access to work within these defined verticals. 8. Asset Centre If your organisation manages assets you can store these in the asset center and allow customers to raise service requests against the assets. 3
4 Overview Contact Centre CONTACT CENTRE FEATURES 1. Capture a customers contact details. 2. Raise service requests whilst on the phone with the customer. 3. Capture interactions between the agent and the customer. 4. Full access to the knowledge management. 5. Customer reference lookups. so the customer can quote a reference number and system will retrieve all their details. 6. The agents interaction with the customer is recorded, showing the start and end of the interaction. 7. During an interaction the agent can create several service requests. 8. s and Texts can be sent to the customer directly during the interaction. 9. End-to-end customer management. From the first call, to the backend management to distribution to the mobile worker, and then back the customer all in one platform. Contact centre overview The contact centre is a facility that can be used by your organisation to manage all client contact through a variety of mediums such as telephone, fax, letter, , social media, SMS and soon online live chat. A transformation is underway in call and contact centres, which is being driven by three critical shifts in the marketplace. 1. Changing demographics New generations of consumers are gaining purchasing power and changing the way customers gather information, make decisions, and communicate. 2. New communications modes Consumers are rapidly adopting new access methods such as web self service, IM, web chat, and smart phone apps. 3. More risks to customer service Customers are less tolerant of poor service, more inclined to leave after a single bad experience, and likely to broadcast their dissatisfaction using social media. 4
5 1. If the give an existing service request number then the Service request and all their history is shown. 2. If they give their name the agent can search on their details or if the customer does not exist then the agent can create them as a new customer. An will be automatically sent to the customer with their new password to log into their portal where they can view all service requests. The agent will record all of the details of the interaction, so if the customer calls back the next agent has all the information of previous interactions. Searching the knowledge management If the agent does not know the answer to a question being asked by the customer they can query the knowledge management to find the answers. The contact center provides a universal way of managing a customers account and allowing them raise service requests and query the knowledge management database. First contact When the customer calls the agent will either ask for their name or an existing service request number. Raising a service request If the agent can not deal with the issue they can raise a service request to pass the request to a back office expert who is better placed to answer the question. We provide scripting whilst the agent is completing the service request, so the agent does not need to be an expert in the area but they will have the tools to ensure they ask the right questions and present the correct information. 5
6 Overview Service Request OVERVIEW 1. Allow your customers to submit service requests, which can be tracked and managed. 2. Service request management that can be designed to reflect ITIL standards. Service Request Management The service request module is focused around allowing the back office teams to work on the request and complete the work. A service request can either be a ticket, bug, incident, case or a request for service. Once a service request is raised it will be available in the agents queue. the agent can open the service request and action the request. Each request can contain notes as to the progress, and documents that may be generated during the lifecycle of the service request. The service request can be assign to an individual or a group to complete the service request. The service request is divided into 6 sections. Information and statuses, customer details, evidence and location. Owners Nearby and related service requests Notes Tasks History 6
7 Information and status Each service request has a status, this allow the agent to track and understand what stage the service request is at. Each service request type can have its own status transition. This enforces rules that only allow you to go from one status to another. Each service request has a reference number which will allow your customers to track and monitor their service request. We allow each service request to maintain its own priority. By allowing custom priorities you can maintain defined service level agreements. Customer information We provide easy access from the service request to the agent to view the submitters or customer contact details. Service request questions and answers Each service request can be configured to ask the submitter questions. All the answers are saved against the service request. This information will aid the agent in resolving the issue Evidence and location information The evidence can be any file type, this information can further aid the agent in completing the service request in the define service level agreement. The location information can be used to allow the submitter to pin point the incident or prove an address. 7
9 Overview Private Cloud What is a Private Cloud? A private cloud is designed to offer the same features and benefits of public cloud systems, but removes a number of objections to the cloud computing model including control over enterprise and customer data, worries about security, and issues connected to regulatory compliance. Platform as a Service allows users to create software applications using tools supplied by the provider. Platform as a Service can consist of preconfigured features that customers can subscribe to; they can choose to include the features that meet their requirements while discarding those that do not. A private cloud implementation aims to avoid many of the objections regarding cloud computing security. Because a private cloud setup is implemented safely within the corporate firewall, it remains under the control of the IT department. What is platform as a service? Platform as a Service, often simply referred to as PaaS, is a category of cloud computing that provides a platform and environment to allow users to access applications and services over the internet. PaaS services are hosted in the cloud and accessed by users simply via their web browser or mobile device. 9
10 Platform as a Service When you subscribe to the OneTouch Platform you will have full access to our development free features. Any non-technical user can configure the platform to add new forms, new RSS, notifications, news and events, apply for it, request it, report it, and many other plugins. Any new features added are deployed immediately to all end users. What are the benefits of platform as a service? Organizations don t have to invest in physical infrastructure; being able to subscribe to a services has both cost benefits and practical benefits as they don t need to purchase hardware themselves or employ the expertise to manage it. This leaves them free to focus on running the Organisation. 3. Adaptability Features can be changed if circumstances dictate that they should. 4. Team work Teams in various locations can work together; as an internet connection and web browser are all that is required, users spread across several locations can work together on the same application build. PaaS removes the need to develop features and allows non-experts to drop and drag functionality to create their chosen user experience. This is simply done through their web browser. 1. Security security is provided, including data security and backup and recovery. 2. Flexibility Local Authorities can have control over the tools that are installed within their platforms and can create a platform that suits their specific requirements. They can pick and choose the features they feel are necessary. 10
11 Overview Integration methods If the Local government is not using the full platform how do they receive the service requests? Once a customer submits a service request it is stored in the OneTouch cloud. By configuration you can either have the contents of the service request send by or using Web Services. All the methods have their relative strengths. We will go through each of the integration methods. This will enable you to select the right option for you. What is right now may not be right for you in the future. Each option has been designed for full scalability which will allow you to adapt to your changing requirements as the demand for the service grows. Receive Service Request by is almost universal in business communications today but it does have its limitations! Every organisation has an address, so once you give us an address we can start routing requests to you in minutes. Once the request is submitted into our system within seconds it is in your mail box. You may have good processes in place to ensure the requests are routed to the right location or you may currently work directly from your inbox. There are very few compatibility issues with . Even if you have a very basic IT system, you will still be able to receive a Service Request by . Users Mobile Channel Agent User What are the constraints receiving requests by ? does not necessarily foster efficiency. Every requires OneTouch Private Cloud Organisations CRM System Agent User someone to read and interpret the information. Once it is read the Users Web Channel Organisations Cloud Agent User recipient may take parts of the and enter it in to the current reporting system. This all takes time and requires human intervention that adds to the cost of processing. 11
12 does not offer qualified information. There is no real set layout and varying levels of information, s from OneTouch do have a set layout and structure of course! If you currently have a reporting system you will have to cut and paste information from the into the reporting system. An will end up in an inbox and you risk urgent s require immediate attention being overlooked. s volumes can become unmanageable. It will take one person a whole day to read and process 150 s. Therefore s would require ten people. This becomes a big issue if your organisation receives 10,000 s a month with only limited human resources to process them. Summary s are the bread and butter of much of today s business communication but they are time consuming and labour intensive. If your organisation receives only a few hundred service requests a week then only management may work. That said it is not going to fundamentally change the way you are able to organise your customer services and service delivery activity. Receive service requests by web Services A Web Service is a program on our private cloud that will return different information to your organisation's in-house server. How will the Web Service work? At different, scheduled times of the day and night your servers will communicate with the servers at our data centre, if there are any new reports, the web service will securely and automatically despatch all the relevant information as an XML or JSON file which contains all the new service requests. This data can then be automatically introduced into your organisation's systems and can be utilised in any way that your IT infrastructure will allow. Typically this would be the routing of a particular type of request directly to the relevant Service Delivery Team. When you have completed the work to resolve a service request and closed it off in your systems, your servers will run the same process in reverse. A message with the report number will automatically be sent; which will enable us to close the report. This will then send an to the person who submitted the report informing them the work has been completed or that the case has been closed. 12
13 What are the different web services? OneTouch offers three points of integration. 1. Service request web service The first web service is involved with downloading the service requests and then mapping our service request to your service request. Summary If your organisation s current system can support web services then this approach offers great flexibility and allows for quick, scalable integration and automation. 2. Notes web service The next is two way notes. When either the citizen or the council adds a note against the service request both systems are automatically updated. My Council Services then sends the message by either , SMS or push message. This two way communication allows the back office staff to give direct updates to the citizen closing the loop and ensuring citizens are kept informed through the process. 3. Status web service The final web services updates the statuses. If the council is working on the issue, or resolves the issue the status on the service request is updated. Or it the service request is no longer applicable the citizen may cancel the service request. Each status update triggers a web service call to synchronize the systems and sends a message to the citizen. 13
14 Overview Web forms FEATURES 1. Quick and easy creation of web and mobile-based forms without the need for coding skills, reducing dependence on IT specialists 2. Rich functionality and powerful integration capabilities. 3. In-built validation of information, ensures fast and accurate data capture first time. 4. No double entry of data, so you can process and respond more quickly. 5. Reduce paper associated costs including buying, printing, filing and postage. 6. Improved customer experience, making it easier to access forms and complete them accurately. 7. Conditional ( intelligent ) behavior can be built into your forms, so the user only sees the parts of the form they need to complete saving time and providing a better user experience. Online form submission means information is sent immediately eliminating the time and cost of postage. 8. You can configure which information is captured during registration then use that information to pre-populate your forms, making the whole process faster and more personal. Web forms A web form is away of creating an online form to completely remove the need for a paper form. Once you create a web form it available on a customer portal and agent portal using standard PC or Mac browser, and as native app to run directly on an iphone, android, blackberry or windows 8 mobile device. Web forms are for internal and external use, meaning your customer can use a form to raise a service request, and staff can use them to document internal service requests raised via the contact centre. What are the benefits for your organisation? With web forms you can design complex forms and processes through a simple design interface, to transform your business processes and make time and cost savings. Can I integrate web forms into my existing CRM? Yes, web Forms integrates with many existing back-office systems such as CMS, CRM and online payments for seamless business processes. Dynamic forms comes with a Local Integration Module to ensure the data captured by the form integrates as though it was part of your system. Any integration is 14
15 configured, meaning the integration is not tightly coupled and can be updated during run time. Data security and validation is ensured, and with web forms you can transform processes by streamlining the efficiency of the forms you use in every area of your organisation - from customer facing websites, and mobile devices to internal operations within different teams out in the field. What are conditional questions? If you interviewing someone you would only ask them questions about things you did not know. If you asked them do they have children, and they said no, your next question would not be what ages are they. Conditional questions allow you to show the user only the parts of the form they need to complete saving time and providing a better user experience. Multi-language options for dynamic forms Most organisations will have a number of customers where english is not their first language. Social inclusion is an import part of any organisation, by allowing a customers to understand what services you offer you can address these issues. When you create a dynamic form you can select what languages the form will offer. Data Management Once the data has been captured we have extensive ways to manage it. You can assign the form data to a person, group, or external agency. You can analysis it, turn it into a graph or deal with it. By using our Dynamic Rules you can route the information to other people by the different answers in the questions on a form. You can automatically send a PDF, route issues to your staff, send automated responses, and many many more.. What type of data can you capture? Anything - all the standard features you would expect from a modern IT platform. The following fields can be used to capture data. Text boxes Lists of values Check boxes Text Areas Drop down boxes Radio buttons Masked fields Number only fields Location selector Date fields Password Fields File uploads Additional fields can also be created for advanced features to capture advanced locations, photos, upload files and call web services to populate lists of values. 15
16 Is there any help to guide users on how to complete the forms? Yes - There is context help for the category level and for each question. For a field or category of form there is an i button. When the user taps or clicks on the button a magnifying glass appears showing the help information. Once the user has read the information they can tap the OK button to return the completing the form. Can the user stop completing the form and resume at a later time? Yes - The user can tap the Save for later button. When the user wants to resume completing the form they navigate draft forms section. Can the the user upload photos? Yes - Using the camera on the mobile devise you can upload photos. The camera can be used for many tasks. The list below shows some ways you can use the camera. 1. Capture incident evidence 2. Capture a user portrait to be used on a membership card. 3. Instead of getting a user to post in a document you can get them to take a photo of it. What if my customers do not speak English? This is not an issue, we support a full multi-language capability. You can add any number of languages for each form you create. The user can change from each language in real time. When the form is submitted the operator can select to view the information in their own language, if the forms are composed using lists of values. How secure is this information? Very Secure - All the information is submitted using 256 bit encryption. Each form can either be used as its own URL or can be used as a portal. Both of theses methods have full HTTPS encryption. What if I want to capture location information? You can - We provide full GPS capture functionality. To capture the location can be difficult as finding a location on a map when you not at the location can live you searching a map for ages. We offer 5 simple ways to gather the correct location. Current location Drop a pin - which shows you the address on the pin. Use your home location. Select a location by address or a Post/zip Code. Easy pick - where you move the map not a pin. 4. You can record a video, providing a greater level of information 16
17 Screen shots Case management and contact centre Case Management Contact Centre 17
18 Screen shots Dashboards 18
19 itouch Vision solutions Verticals Supported verticals OneTouch CRM has been designed to work for many different verticals. By changing the vertical settings the solution can be changed to meet the verticals needs. LOCAL GOVERNMENT We provide a set of standard service request types for issues such as potholes and fly tipping. VETERINARY CARE For veterinary visits we offer a standard set of visit items to capture the visit details PUBLIC TRANSPORT Issues reported on a bus, taxi, train or plain can be captured and resolved. COMMUNICATIONS & IT HELP DESK Whether it is a broadband, telecommunications, or IT organisation we allow you to raise an request against an asset to resolve issues or to arrange installs. HUMAN RESOURCES With our HR Help Desk employees can raise issues which allows the HR experts to manage a cases and ensure the appropriate action is taken. DEALER Dealers can sell an asset and then raise and manage service requests against the asset. ENERGY The energy company can manage service requests and then send out inspectors to assess the issues. CONSUMER GOODS Consumers can raise issues for goods purchased. 19
20 itouch Vision Still have some questions? Please feel free to get in contact with us. We would love to hear your questions and help answer them. You can reach us on.. Phone UK Australia America About Us itouch Vision is a Mobile and Cloud company looking to take advantage of the next generation of computing. We think differently, we act quickly, we aim high and we achieve our goals. Summary The administrators gain real time status updates and are able to monitor performance by a team or an individual. Each worker is tracked so administrator have access to real-time information. All information can be enhanced with pictures, detailed with electronic forms and pinpointed with GPS. All information is automatically synced and stored in the cloud so that administrators and workers have up-to-the-minute information. Workers spend more time out on the road resolving issues, rather than at the office completing paper work. Mobile worker offers latest ways to manage your workforce and deliver a quick return on your investment. Mobile worker delivers the a true shared service centre lowering costs and improving efficiency.
itouch Vision s CRM for Consumer Goods This document gives an overview of itouch Vision s Cloud CRM for consumer goods and discusses the diﬀerent features and functionality. For further information, about
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itouch Vision HR Helpdesk This document gives an overview of itouch Vision s HR Helpdesk and discusses the diﬀerent features and functionality. For further information, about implementation and pricing
itouch Vision Cloud Call Centre This document gives an overview of the cloud call Centre and discusses the diﬀerent features and functionality. For further information, about implementation and pricing
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