Crm24x7 Support

Slide 1: “Your Customer Relationship Our Solution”

Slide 2: Objective Help you offer the best possible service to your Sales Prospects & Customers and bring 1 about the desired change to your Revenue & Bottom line profit. A Web Solution that will help you monitor the progress of your organization and manage your Sales force from anywhere in the world. 2 3 A solution that can be put to use even if you don’t own a Server (both hardware & software) and don’t have the services of an IT Head/Team. Offer a comprehensive CRM solution that can be deployed instantly and ensure a Return-On-Investment in the shortest possible time. 4

Slide 3: Product Functionality INTERFACE Sales Support Inventory To Trouble Service Installed Warehouse Campaign Contact Pipeline Stock Re-Order Ticket Entitle Product Stores Mgt Mgt Mgt Mgt Mgt Mgt Mgt Mgt Mgt CTI IVR Territory Product Price Engineer’s Schedule Time & Expense Knowledge Replenish Sales Order Repair Order HR Mgt Mgt Mgt Base Mgt Mgt Billing Fulfillment Fulfillment Financial Pick AP/AR Quotes & Mobile Service Pack Ship & Sales Blackberry Reseller Portal Partner Self Service Workforce Mgt Ordered Ordered Fulfill MRP Order Mgt Access Portal Product Product Order Incentives Reporting / Management Dashboard Analytics / Business Intelligence

Slide 4: Benefits of CRM CRM24X7 will Maximize your Revenue & Bottom-line Profitability by enhancing Employee Productivity, Management Efficiency, Customer Satisfaction and Employee Morale.

Slide 5: CRM24x7 – Customer Support Automation FEATURES REPORTS • Manage Customer Accounts & Contacts • AMC renewal Report • Manage Customer Trouble Tickets / Cases • Workforce Management Report • Track Products Installed at Customer Site • Employee Productivity Report • Manage FAQ / Solutions (Knowledge Base) • Resolution duration Report • Manage Service Entitlement • Ticket Query Report • Manage Preventive Maintenance Schedule • Ticket Status Report • Manage Engineer’s Maintenance Schedule • Ticket Age Report • Manage Engineer’s T&E Details • Product Based Ticket Report • Enforce Business Rules • Ticket Type Wise Report • Escalations & Alerts • Repeat Failures Report • Manage Repair Order Fulfillment • Product Based Client Report • Repair / Replace Defective Products • Time & Expenses Report • Email Auto Ticket Creator • Spares Availability Report • Customer Self Service • Management Dashboard

Slide 6: CRM24x7 – Support Work Flow Channel: Phone Assign to Email, Fax Engineer Website Others… Collect defective part/product Yes No On-site Support? Is Customer? New Part Yes Required? Yes No Yes Is Eligible for Service under Is Resolution AMC/Warranty? Available? Yes Yes Request inventory for new part Create Service Request Record Time & Expense Details Create new Resolution after referring Knowledge Base Is resolution possible over phone? Click to go to slide No Yes Close Service Request

Slide 7: Find Caller (Customer Search) Search a Client by name / Company Name / Mobile number or the Defective Product By Model / Serial number Go to Workflow

Slide 8: Identify Warranty/Service Entitlement Identify the defective product, Warranty & AMC Entitlement Go to Workflow

Slide 9: Create a Trouble Ticket & Save Notes Create a Trouble Ticket. Record Customer Complaint. Save all customer notes within the Ticket. You can send emails directly from the ticket and it is automatically saved in the interaction area. If the Customer has multiple complaints, create each problem into a sub ticket and have multiple service reps work on it to resolve it quickly. Go to Workflow

Slide 10: Ticket Queue for Support Engineer The ticket created for Joe Fantasi

Slide 11: Knowledge Base/FAQ Search knowledge base for solution. If unavailable, Create New solution and expand Knowledge base. Go to Workflow

Slide 12: Start Repair Order Fulfillment The Defective Product is either Repaired or Replaced A product request is created to collect the defective part from the Customer to Repair or Replace. Defective Part’s details are captured here Go to Workflow

Slide 13: Spares Inventory Tracking All Parts consumed in the process of carrying out repairs can be tracked and billed through this feature. The defective part that has been The newly installed product for removed to be processed further or future reference and billing. discarded.

Slide 14: Delivery Of Repaired Product To Customer To customer For downstream processes

Slide 15: Time Log This feature will help you ensure your AMC pricing is commensurate with the cost incurred. Standard / Premium Time

Slide 16: Expense Log This feature will help you bill the customer accurately as well as ensure that your service delivery cost is under control. Travel, Labour, Accommodation expenses

Slide 17: Management Dashboard This Management Dashboard dynamically indicates the health & Progress of your organization and is available to you at all times. We can also add any number of charts with metrics that are important to your organization. Your organization’s support structure is either Will help you plan your Inventory failing or under stress. Needs your intervention. requirements & Financial commitments

Slide 18: Sample Reports Work Distribution Pattern

Slide 19: Sample Reports

Slide 20: Sample Reports Client-wise Ticket Status Report

Slide 21: Cumulative Benefits of CRM Achieve TOTAL Customer satisfaction Achieve Service excellence / customer delight Reduce Service Delivery Cost Empower customer to self serve thro’ Customer Self Service Achieve customer retention Achieve significant Repetitive & Referral Business Increase Maintenance Revenue Streamline Inventory Optimize Inventory Costs Streamline order processing & fulfillment

Slide 22: Our Promise to you CRM 24X7 was developed specifically to help the Small & Mid Sized Business Units offer exceptional service to their customers & derive significant benefits. Your concerns like User Resistance, Affordability, Scalability and Lack of IT Infrastructure & IT Team have been accorded due consideration.

Slide 23: Presentations have their limitations and as such this presentation covers Call (AGM - Sales): 98841 35440 only the most important Call (Delhi): 99995 05525 features. Please revert Call (Mumbai & Chennai):99622 2244 back for an interactive Email: demonstration that enquiry@crm24x7.com would cover the complete functionality. Thank You !