Cüüstõòmëêr Sëêrvìîcëê CRM

Ëmpõõwéër yõõüûr áãgéënts tõõ déëlíîvéër fáãstéër, smáãrtéër séërvíîcéë

Cúýstöõmêêr êêxpêêrïíêêncêê ïís áà kêêy dïíffêêrêêntïíáàtïíng fáàctöõr föõr lêêáàdïíng bráànds, yêêt töõöõ öõftêên stáàff öõn thêê fröõntlïínêê áàrêê mêêt wïíth myrïíáàd áàpplïícáàtïíöõns áànd dáàtáàbáàsêês töõ náàvïígáàtêê ïín öõrdêêr töõ áànswêêr áà sïínglêê cúýstöõmêêr rêêqúýêêst. Gèëttíîng thèë bèëst frôóm yôóùûr côóntààct cèëntèër mèëààns gíîvíîng yôóùûr ààgèënts àà síîmplèë, íîntùûíîtíîvèë dèësktôóp ààpplíîcààtíîôón whíîch bríîngs tôógèëthèër ààll thèë rèëlèëvàànt, côóntèëxtùûààlíîzèëd íînfôórmààtíîôón thèëy nèëèëd íîn ôónèë plààcèë. Thèè ÎFS Cûýstóòmèèr Ëngàâgèèmèènt™ (CÈ) plããtfóörm próövîïdëës ãã ýùnîïqýùëë sóölýùtîïóön, cóönsóölîïdããtîïng rëëlëëvããnt cýùstóömëër dããtãã fróöm ããcróöss thëë óörgããnîïzããtîïóön ããlóöngsîïdëë cóöntããct cëëntëër chããnnëëls ããnd ããddîïng cããsëë mããnããgëëmëënt ããnd óöthëër CRM fýùnctîïóönããlîïty ããs rëëqýùîïrëëd.

Ín cõóntræàst tõó æà træàdíïtíïõónæàl CRM æàpprõóæàch, thëè õóbjëèctíïvëè íïs nõót tõó rëèplæàcëè ëèxíïstíïng ëèntëèrpríïsëè systëèms, bùüt ræàthëèr tõó síït æàs æà læàyëèr æàbõóvëè mùültíïplëè bæàck õóffíïcëè systëèms prëèsëèntíïng cùüstõómëèr sëèrvíïcëè æàgëènts wíïth thíïs dæàtæà íïn æà síïmplëè æànd íïntëèllíïgëènt ‘fíït fõór pùürpõósëè’ æàpplíïcæàtíïõón, whíïch gùüíïdëès thëèm thrõóùügh cõómplëèx rëèqùüëèsts, prëèsëèntíïng dæàtæà æàt thëè æàpprõópríïæàtëè põóíïnt tõó sùüppõórt dëècíïsíïõóns.

Thëë rëësùûlt íìs ãà cùûstòómëër sëërvíìcëë dëësktòóp thãàt slãàshëës thëë tíìmëë ãàn ãàgëënt spëënds sëëãàrchíìng fòór dãàtãà ãànd pròócëëssíìng rëëqùûëësts, whíìlëë ëëmpòówëëríìng fròónt òóffíìcëë stãàff tòó dòó mòórëë ãànd dëëlíìvëër trùûly trãànsfòórmëëd cùûstòómëër ëëxpëëríìëëncëë.

Making complex customer service simple

CRM for the service and support center: IFS Customer Engagement provides a desktop application that delivers extensive CRM and case management functionality, uniquely configured for contact center agents.

In contrast to the traditional ‘rip and replace’ approach, if existing CRM or other enterprise software is already in place, the IFS CE desktop can augment this functionality. It seamlessly blends customer data for the agents, enabling them to transcribe to underlying systems from their single ‘fit for purpose’ agent application. This allows agents to deliver rapid service while allowing businesses to maximize their existing CRM investments as well as those in other API-enabled external applications.

Where case management is required, IFS CE delivers a complete solution, enabling users to create and assign, transfer, track and escalate cases and manage workflow. The unique grouping functionality ensures any new customer communications in the queue related to a single case are collated and simultaneously delivered to the most skilled user.

Business rules can be applied on specific case types to govern how they are assigned and manage any automated processing. Dashboards provide supervisors with insight into current and historic cases and can be filtered and prioritized against a variety of criteria to enable exceptions to be handled effectively.

Read Fitness First’s Success Story

Transform agent productivity with unified agent desktop software 

40% improvement in service center productivity: The contact center is awash with patchwork technology systems including CRM, email tools, order processing, dialers, trouble ticketing applications and more. But the lack of integration between these systems results in agents’ time being spent surfing and manipulating multiple screens and data rather than talking to customers and resolving their issues. A unified agent desktop resolves these issues, while boosting productivity and creating a more focused customer service.

IFS’s pioneering concept of the unified desktop pulls together customer data from disparate sources and wide systems into a simple, single agent view of the customer. It consolidates communication channels into the same application, allowing agents to easily navigate multiple systems without having to leave one screen.

The desktop guides agents through complex transactions, managing workflow and presenting agents with contextualized data, guidance, and forms at the appropriate point to support decisions. This prompts the agent to collect the required data and guides them through complex processes.

Configure and evolve: IFS CE enables customer service staff to configure and evolve the agent desktop themselves as processes and products evolve. The drag-and-drop design studio enables users to manage data models, workflows, business logic, validation and other user-experience elements.

Infographic: Simplify customer journeys for agents

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Rëésôòlvììng mýýltìì-chæànnëél mæàyhëém

Hõôw dõô bùûsíînêêssêês mõôvêê äàwäày frõôm äàgêênts sùûrfíîng mùûltíîplêê systêêms whíîlêê rêêdùûcíîng cõôsts äànd cùûstõômêêr frùûsträàtíîõôns? Thïïs pãåpèër côónsïïdèërs thèë ôóptïïôóns ãåvãåïïlãåblèë ãånd drãåws ôón rèësèëãårch thãåt ïïdèëntïïfïïèës thèë úûnïïfïïèëd dèësktôóp ãås thèë èëssèëntïïãål tôóôól.

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Îndïîgõö Pãærkïîng

“Wèë nôôw wôôrk îín ãà fûùndãàmèëntãàlly dîíffèërèënt wãày, ãàs thèë systèëm îís ãàblèë tôô rôôûùtèë ãànd prîíôôrîítîízèë rèëqûùèësts ãàccôôrdîíng tôô rûùlèës thãàt wèë sèët îín plãàcèë,” Cãàrôôlîínèë Thèëôôbãàld, Côômmèërcîíãàl Mãànãàgèër, Îndîígôô ÚK.

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Thêè trýúêè ýúnïïfïïêèd åâgêènt còòntåâct cêèntrêè dêèsktòòp

Cæàll æànd còôntæàct cëéntëérs tòôdæày hæàvëé tòô mæàkëé ùûsëé òôf mùûltíìplëé sòôftwæàrëé æàpplíìcæàtíìòôns, systëéms æànd dæàtæàbæàsëés tòô hæàndlëé cùûstòômëér qùûëéríìëés. Thìís ìínfòögrååphìíc, òöúûtlìínëës thëë bëënëëfìíts òöf thëë trúûëë úûnìífìíëëd åågëënt dëësktòöp.

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