Customers’ care departments deal with a large variety of appeals, complaints and suggestions that arrive from all kind of communications channels (mail, email, fax, phone calls). Each appeal requires a different and unique process and time frame for completion (SLA). An organization that is studying every appeal and draws conclusions, becomes a “learning organization which is capable of changing and adjust itself to the ever changing environment that we all live in.
CEMax CRM Suite has an advanced mechanism that is capable
of managing and handling the whole range of appeals, requests,
complaints and other interactions with its customers, marketers
and agents. Every appeal received at the organization, from
all sources of communication (phone call, mail, email, fax,
web site), is stored at the unified “inbox tray” of the
system and from that point it is managed and monitored by
the system until the problem is solved and the customer
is informed. According to the nature of the appeal, the
representative chooses the predefined Work flow from a list
and launches it. From this point the system executes the
following actions:
* Creating tasks for internal employees
as well as for external participants like remote branches
and independent agents
* Asking for managerial decisions
and authorizations
* Sending of information (mail, email,
SMS etc.) to all the required participants
* Acquires
data from other interfaced systems
* Reporting of delays
in response as per the SLA
* Escalating tasks
Tasks can be forwarded from one employee to another, within the organization or to external branches / agencies. Each employee receives an announcement in various channels (email, SMS, etc) that a new task requires his / hers attention. The task includes the nature of action required, time table (SLA), attached files, box for answers, etc).
Every employee, according to his / hers permissions, can view all the tasks that has been assigned to him and / or to the employees under his authority. E.g. while an employee can only see the tasks he has been assigned to, the department manager can see his / hers own tasks plus tasks that has been assigned to all the members in his department. Senior managers who have organization permission level can see the tasks of all the employees. Managers with suitable permissions can delegate tasks to other employees.
When the SLA time frame is exceeded, the task is marked in red and appears in the list of delayed tasks. An email reporting that the time has exceeded can be sent automatically to the manager and even delegate the task to another
How do the organization and/or the employees meet the SLA requirements?eet the SLA requirements ?
How Long does it take to handle each appeal until closure ?
Analytical reports and drill down for the Contact center activity.
The CEMax system is ideally suited for customer care/customer relations division within the organization, providing managers with a powerful decision support tool for monitoring and responding to any form of customer feedback (complaints, suggestions etc.).
