Mi4biz Presentation Slides

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Formalistech

Offices
Offices
HEADQUARTERS
530 Lytton Ave 2nd Floor
Palo Alto, Silicon Valley
California 94301 USA
T. +1 650 617 3233
EUROPE OFFICE
İTÜ Ayazağa Kampüsü
ARI 2 Binası A Blok No.3/3
Maslak, İstanbul, Turkey
T. +90 212 274 7418
ASIA OFFICE
Sahrayıcedid Mah.
Halk Sk. Pakpen Plaza
No.40/4 Kadıköy
İstanbul, Turkey
T. +90 216 361 5438

Abbout Us
DELOITTE 50&500 WINNER
Established: 2006
Customers: 100+
Users SaaS: 40.000+
Users On-Premise: 28.000+
Employees: 50
Annual Growth Rate: 240%

References
References

End to End Issue Management
OmniChannel Communication
Listen your Customers
on every Channel
Customize it without IT: no codes!
Dashboard, Reports and Analysis
What are the performance of the Groups ?
Where do you get most of the complaints ?
What improvements with new processes ?
Which service is faster and cheaper ?
Root causes ?
Performance
Process Management
Plan a Workflow for each type
of request or complaint

Mi4biz
OmniChannel
OmniChannel
Many Touchpoints
A single Customer view
Process
Management
Many processes for
each Category
Flexibility and
Integration
UX Design, Change
and Integrate
Reports
Dashboards, Reports,
Analysis and Surveys

Mi4biz Listen All Channels
CALL CENTER
PHONE
WEBSITE
COMPLAINTS
EMAIL PLAY STORE
APP STORE
SOCIAL MEDIA
FAX IN PERSON
LIVECHAT
And many
others...
Mi4biz collect complaints
on each Channel
Customer History on the
Agent’s screen when
answering a call
SMS

Customer Complains by Email
Mi4biz recognizes a customer by his email
address and shows to the agent all
information and the past interactions.
I received your product two weeks ago, but yet I don’t
have your invoice. My accountant is telling me that
we have few days to register it. Did you send it ? Can
you please check if something went wrong ?
Mi4biz Integrated on all channels
Customer Complains by Phone
By using the phone number passed by the
call center system Mi4biz finds all the
customer’s data.
Ongoing Issues Shown First
Mi4biz users can track each incoming call within a
ticket.
With Single Customer View you really have the
number of Issues that really matters.

Help Center: Customer Service with Self Desk
With Self Desk your customers
can submit Issues without need
to make any call !
In a call center 30% of the inbound
activities are follow-ups of Customers’
Issues
Each category should have
its specific user interface !
To the people calling the Call Center:
“Our system automatically sends an Email/SMS
with the ID of the ticket. You can use that
number on our website without having to call
us.”
Call Center with Self Desk tracking
Issues coming from the web

Some implementation from our Customers
SUPPORT CENTER
My Issues New Issue FAQ
Submit Issue
Shopping
Product not received
Why my order has not yet been delivered? I am still waiting your package
Info
Attachment No file attached
ADD
Save
Delivery tracking no

Dear George Wren,
Your Issue about Defective Product has been registered with N. 354860. It’s currently under analysis by
our specialists, we will call back you as soon as possible.
Thanks for your interest
Regards
Dear Molly Boyle,
A new Issue with High priority about Defective Product has been assigned to your team.
To see the remaining time or take actions, please click the link below:
http://companydomain.mi4biz.com/...
Regards.
You have a high priority issue
about Defective Product. To
take actions, click the link below:
http://mi4biz.net/Issuer/
Our data shows that Customers prefer to
send emails or fill an online form instead of
calling the call center
Customers and Operators are always informed
Customers don’t
need to call if they
are notified with an
email or an SMS

We are using Mi4biz Customer Service too!
Formalis Customer Service
-------------------------------------
Knowledge Base

Knowledge Base for Customers
Data Search
Mi4biz Customer Service Management
My Issue New Issue FAQ
About Insurance Program
Applying for Insurance
Life Insurance
Types of Insurance
Receiving a Quote
Who can apply for insurance through the Insurance Program ?
What is the Insurance Program ?
How much does an insurance policy cost?
What type of Membership do I need to get insurance?
Glossary of Insurance Terms
How to Apply for a Quote
In order to apply for an insurance quote, you'll need to sign up for a
membership first and then request a Quotation from our website….
You just received a quote. Congratulations! Now that you have a quote in
hand, it's time to figure out whether or not it will meet your needs. When
evaluating your quote, you'll want to ask these ...
What should I look for in a quote?
When customers can find online
the answers to their problems,
then they will not call your call
center !
You can submit the most useful experiences
as a tip/shortcut while entering a complaint.

Knowledge Base
for Operators
Knowledge Base is more efficient:
✓ Which answers are most popular ?
✓ How many times has been used ?
✓ Who is using those hints ?
✓ Feedback on Procedures and Docs
✓ Other topics correlated
✓ Messages and announcements for
internal communications
Çözümden Memnun Musunuz?
Gönder
Knowledge Base
All
Information Update
Invoice Operations
Account Management
Return and Change Process
How can I update invoice information?
Under which conditions can the customers change their products
?
To update invoice information, you should open the related form in SAP and after
completing the update, you should push the Save button.
Products has to be bought less than 30 days, the customer has to deliver a photo of
their receipt or give the “Change card” number in case of gift. Other conditions are..
Search
New Issue
My Issues
Search Issue
Knowledge Ba
Customers
Batch Process
Surveys
Channels
How can I manage the delivery problems?
For delivery issues, you should verify the delivery address and then send the ticket
to Logistics department. After the product is checked in Warehouse ...
The cheapest way to resolve Issues: Knowledge Base!
Customers are happier if they can consult a repository of answers,
resolutions and customer experiences.

Call Center Scripts
1. Step
In order to manage
your request to return a
product I need to ask
some information. Due
to our security policy
our conversation will be
recorded. Yes
No
Select
2. Step
The product was
delivered more than 14
days ago ?
3. Step
Did you deliver the
package to the
shipping company ?
Yes
4. Step
Tracking Number *
Promote consistency
Reduce call handling time
Increase FCR
Lower training costs
Lower turnover costs
Determine which questions to ask, in which
sequence and what information are necessary
Create different scripts for
different types of Issues

OmniChannel Communications / Customer Single View
• Single view of the customer across all Channels (OmniChannel)
• All users have a complete view over the Customer History: what
were the past communications, requests and complaints; what
was done to solve them and by who (single view of customer)
• Automatic Notifications for creation and resolution of an Issue
• Online Help Center with Self Desk
• Knowledge Base storing informations and documents and
guidelines for troubleshooting, how-to, tips
• AssistFlow Smart Script driving operators in the call handling
and improving the FCR ratio

Mi4biz
Process Management
OmniChannel
Process
Management
Flexibility and
Integration
Reports
Many Touchpoints
Many processes for
each Category
UX Design, Change
and Integrate

Issue and Process Management
Related Shop/Branch
Complaint and employees
involved, report (2 days)
Human Resources
Research, decisions and
actions (1 day)
PERSONNEL
Dear Molly Boyle,
A new Issue with Normal Priority about Staff-Rude Behavior has been assigned to your team.
To see the remaining time or take actions, please click the link below:
http://demo.mi4biz.com/Issuer/IssueDetail.aspx?IssueID=1237697
Regards.
You have a new issue
about Staff-Rude Behavior.
To take actions, click:
http://demo.mi4biz.net/.../

Issue and Process Management
Gen. Man. Assistant (+8 Hours)
…………….
GGen. Man. Assistant (+8 Hours)
…………….
Operation Manager (+4 Hours)
Operation Manager (+8 Hours)
…………….
Factory Manager (+16 Hours)
Related Shop/Branch
Complaint and employees
involved, report (2 days)
Human Resources
Research, decisions and
actions (1 day)
PERSONNEL
Logistics
General check of the
product returned and its
package (4 Hours)
Finance Department
Payment check and
customer refund
(14 Hours)
PURCHASE
RETURN
Laboratory
Report the damage found
(3 days)
Sales
New
product
(2 days)
Shipping
Company
Delivery
(3 days)
Factory
Product Quality check
(24 Saat)
DEFECT
PRODUCT
Enterprise companies are
planning their Solutions with
Automated WorkFlows
For each type of service
offered you may have
different workflows and
deadlines and engage any
department.
By asking a predefined set of
questions you can
consistently determine the
type of problem and route it
through the correct resolution
path.
Customer Testimonials
Gökhan Uzun
Technical Service
Unit Manager
As a system integrator that executes turnkey IT projects, we provide various services ranging from
corporate infrastructure solutions to system management through ERP project support to
manufacturing automation solutions. Some customer demands are related to hard disk drive
failures and some are about getting ERP or training support. In the Mi4biz customer
communications management process, we can simultaneously track the scope of inventory
management processes and maintenance agreements.
Sevgi Bolel
Process Development and Customer Contact Center
Manager
Achieving sustainable customer satisfaction sits at the heart of our long-term business plans.
More than a thousand employees using the Mi4biz work harmoniously according to predefined
workflows to resolve customer complaints.
Salih Karabulut
Service and Customer
Experience Manager
Mi4biz defines the problem; determines the workflow; allocates tasks to the units and the
departments; follows up on the processes and escalates delays to the senior management. The
entire process is set in stones.

Integrated Customer Service
ISTANBUL
CALL CENTER
LONDON
FINANCE
ROME
SALES
NEW YORK
HEADQUARTERS
SHANGHAI
FACTORY
TAIWAN
LOGISTICS
Customer Service:
all Departments have to be involved
"Customer Service" means
process management !

Process Management is not following the Status !
Process Management consists in planning and
monitoring business processes
ISSUE OPEN
ASSIGNED TO
A GROUP
IN PROGRESS RESOLVED
CALL
CUSTOMER

Process Tracking End-to-End
User Status Group Action Start Date End Date Workflow Step Statement
William Davis
Julia Brown
William Davis
Patrick Jones
Patrick Jones
Patrick Jones
Taken
Waiting in
the Pool
Resolved
Closed
Forwarded
to Flow
21.11.2015
10:06:24
21.11.2015
10:06:24
Operation
Defective
Product
Defective
Product
Defective
Product
Defective
Product
Defective
Product
Defective
Product
Defective
Product
Defective
Product
1
1
1
2
2
2
2
Waiting in the Pool
Waiting in the Pool
Put into Process
Put into Process
21.11.2015
10:06:24
21.11.2015
10:18:47
21.11.2015
10:18:47
21.11.2015
10:20:20
21.11.2015
10:20:20
21.11.2015
10:20:20
21.11.2015
10:20:20
21.11.2015
10:23:25
21.11.2015
10:24:04
21.11.2015
10:23:25
21.11.2015
10:24:04
21.11.2015
10:24:04
21.11.2015
10:24:04
21.11.2015
10:24:04
Customer
Relations
I received the jacket that I bought on
your website, with two buttons
missing. I sent the jacket back to you.
When you receive it, please inform
me. I will appreciate if you can
deliver a new one immediately.
Note: A new jacket is ready to be
delivered to the customer. It will be
sent next Saturday 21/11. Please
inform the customer about the
status.
The product is delivered to the
customer.
The demand is satisfied and the
issue is closed.
Forwarded
to workflow
Waiting in
the Pool
Taken
1 Step
2 Step
Always informed on what are the Issues in progress and
who is working on late tasks
Your employees work with the awareness that they are on a
platform where every step is measured.

For each type of request you can:
● Add questions to ask to the Customer
● Plan the approvals to obtain
● Add external data by system integration
All service requests may have their unique
user interface layout.
Gökhan Uzun
Egebimtes
Technical
Service Unit
Manager
As a system integrator that executes turnkey IT projects,
we provide various services ranging from corporate
infrastructure solutions to system management through
ERP project support to manufacturing automation
solutions. Some customer demands are related to hard
disk drive failures and some are about getting ERP or
training support. In the Mi4biz customer communications
management process, we can simultaneously track the
scope of inventory management processes and
maintenance agreements.
Shop :
Event Date :
Employee Name :
Reason
:
Action and Outcome:
PERSONNEL
Return Date :
Order N. :
Reason for Return :
Price :
Refund Date :
PURCHASE
RETURN
DEFECT
PRODUCT
Invoice N.
:
Quality check :
Return accepted ? :
Shipping date :
A Screen Layout for each Category

Customer Service Process Management
• With Mi4biz you decide who will work on the
complaint and in which order,
• Which department or group, due dates and
compulsory information,
• Escalation trees,
• Immediately find out what needs to be done in an
Issue, past activities and who is working out the
problem
• Include outsourced functions in the resolution
processes and measure their performances.

Mi4biz
Flexibility and Integration
OmniChannel
Process
Management
Flexibility and
Integration
Reports
Many Touchpoints
Many processes for
each Category
UX Design, Change
and Integrate

REQUIREMENTS CHANGE !
(How to handle business changes in Mi4biz)
In the past a company was using only one
courier, now the requirement is to manage 3
transportation companies.
The software must allow the user to select
which company is involved !
Do you want to change the user interface ?
FLEXIBLE PROCESS DESIGN
Invoice N.
:
Quality check :
Return accepted ? :
Shipping Company :
Shipping date :
Shop :
Event Date :
Employee Name :
Reason
:
Action and Outcome:
PERSONNEL
Return Date :
Order N. :
Reason for Return :
Price :
Refund Date :
PURCHASE
RETURN
DEFECT
PRODUCT
Invoice N.
:
Quality check :
Return accepted ? :
Shipping date :

This Issue is about Delivery problems.
The only field is the Tracking ID
We need to add the list of the Shipping
companies !

All changes are effective immediately
without need of technical support !
First thing to do when
creating a new field is to
select the Categories to
which it will belong
Then we fill in
the required
information.
And we define
all available
options.
Finally we
decide where
we need to see
this new field

With such configuration we created a new field
containing a list of shipping companies. From
now on, each user will have to specify which
transportation company is used in the
resolution of that Issue.
Simple and easy way to change pages and
workflows
No need of Mi4biz Technical support
No need of technical consultants
Tülin Sel
Marketing
Support Manager
As Weber, we are able to track customer requests and complaints end to end by
using Mi4biz process management utilities. With the help of cloud computing
architecture, all regional directors in the territory can contribute to the solution
process as defined in workflows. Since we are able to customize Mi4biz without any
technical support, it makes us agile to adapt our processes to the needs of changing
world.

AssistFlow Smart Script Editor
Start
SALES CHANNEL - Where did
you buy the product?
WHERE IS THE PRODUCT ? -
Did you send the product?
APPROPRIATE FOR
RETURNING ? - Is it in the 14
days period after purchasing?
NEXT STEP -
Is there another issue?
NEXT STEP -
Is there another issue?
NEXT STEP - Is there another
issue that I can help with?
WRONG OPTION
TELL PROCEDURE
INFORMATION
PRODUCT IS AT THE
CUSTOMER
DELIVERY TRACKING
NUMBER
IS THERE ANOTHER ISSUE
THERE ISN’T ANY OTHER
ISSUE
THERE ISN’T ANY OTHER
ISSUE
THERE ISN’T ANY
OTHER ISSUE
Yes
No
Other
Yes
No
Other
Yes
No
Other
Yes
No
Other
Yes
No
Other
Store
Website
Other
With AssistFlow Editor you can prepare
a sequence of questions to gather all
necessary info to solve a ticket.
Very simple to setup, easy to use,
No need of technical support !
Gökhan Paçalı
Customer
Services
Manager
Do you find Mi4biz a flexible product? What
would be the best examples of its flexibility?
We have re-designed all our work flows using the
Mi4biz. The first and foremost thing that we
needed to get right was flow management, which
had to be precise and efficient. Therefore,
involving the AssistFlow Smart Script in this
important task was our principal goal. There were
lots of cloud-compatible user-friendly products
around but the form features of AssistFlow make
it a few cuts above its competitors. Hence our
quick transition to AssistFlow. Because its
interface was acting firstly in a form mentality
than move to a process management mode. The
next stage will involve us using AssistFlow in
process monitoring.
> Read the complete reportage

With Control Panel all requirements and
evolutions of SLAs, workflows, user
interface or escalations are implemented
in few clicks.
All Customers use the same software,
either they are small businesses with 3
agents or big projects with 5000 users !
Simple and easy !

All customizations do not require IT support,
consultants or technological partners.
Software always up to date
Adapt to new requirements in few clicks
Gökhan Paçalı
Customer
Services
Manager
Do you find Mi4biz a flexible product? What would be the best examples of its flexibility?
We have re-designed all our work flows using the Mi4biz. The first and foremost thing that we needed to get right was flow management, which had to
be precise and efficient. Therefore, involving the AssistFlow Smart Script in this important task was our principal goal. There were lots of cloud-
compatible user-friendly products around but the form features of AssistFlow make it a few cuts above its competitors. Hence our quick transition to
AssistFlow. Because its interface was acting firstly in a form mentality than move to a process management mode. The next stage will involve us using
AssistFlow in process monitoring.
Does Mi4Biz lessen dependency on IT experts and software developers? For instance, does it ever happen that you need extra support
amending processes or adding new fields to the screen?
This is such an important issue. Mi4biz has not only helped us with time management but also greatly eased the extra burden on our budget.
The main issue we had with the previous systems that we owned was the management of resources. You normally plan the work to be done while
thrashing out a work budget at the very outset. But, these initial stages are mostly prone to various unpredictable hitches and mishaps. For instance, we
run up against a problem, which requires the execution of a set of operations to be resolved. And this leaves us in a position where we have to trample
other priorities since these extra operations had not been foreseen in the budget. Therefore, cutting corners becomes inevitable. So,Mi4biz came like
manna from heaven while we sat brooding on how to extricate ourselves out of this conundrum.
Excepting integration works involving the IT team and a couple of other structuring works, we had to expend no extra time or resources. Mi4biz has
helped us achieve self-sufficiency and resourcefulness in that we are now able to handle most of our business on our own or with occasional support
from the Mi4biz team.
What kind of support are you receiving from the Mi4biz team? Does it have to do with the designing of work flows and interfaces or the
implementation of system integrations?
Actually, the kind of training that we get resembles the kind of ‘elevated training one gives to other trainers’. We initially sit down and make some action
plans, make decisions and design a few forms. This in return allows our team to get familiar with the flexible aspects of Mi4biz which allow users to
modify certain parts of its interface. The rest we do totally on our own.

Integration Capabilities
Özcan Varna
Customer
Service Group
Manager
1. What are the primary reasons behind your decision to choose Mi4biz as your customer care management software?
Mi4biz is a quite user-friendly software that incorporates all functions (its escalation structure, workflows etc.) that are needed in a notification
management system. It is also a great advantage that work processes or flows from work units can be changed by users without IT support. Mi4biz
stands head and shoulders above other products in regards of these aspects.
2. Have you integrated Mi4biz into your current systems? What have been the primary beneficial aspects of these integrations?
We have integrated Mi4biz into our current CRM system. And this has allowed us to ensure customer singularity. We transfer customer
details from CRM to the Mi4biz without having to create a new database for all customers. This makes submitting issues easier for users
besides allowing us to store similar customer details on both systems.
3. What has been the advantages of being able to pre-design your complaint resolution processes?
All companies wishing to provide their customers with quality service have to pre-design their resolution processes and define SLA’s for these same
processes. That is important both in terms of ensuring customer satisfaction and improving traceability and provability in work processes.
Orhan Sönmez
Customer
Relations
Manager
What were the main reasons behind your decision to use the Mi4biz?
SEDAŞ is a company carrying out electricity distribution services, 24 hours a day, to a total population of 3.4 million in 45 boroughs, 47 municipalities,
1,441 villages reaching to a total of 1.5 million customers in an area of 19,421 square kilometers in four provinces, Sakarya, Kocaeli, Bolu, and Düzce.
We serve our customers not only in Customer Services Centers in a total of 21 regions but also through our Call Centers working 24 hours a day. We
have launched a structural transformation process in order to respond appropriately, with speed and high quality, to the inquiries coming from our
customers about electricity failures and leakages with the aim of solving their problems and returning their calls. That is why we have chosen to use
Mi4biz which suits our needs best during this transformational process.
What have you achieved by integrating Mi4biz into your existing systems?
Before integrating Mi4biz into our existing systems we were using a variety of programs to carry out our activities. Following its integration
into our systems we came to a point where we can execute these activities through Mi4biz, which helped us to carry out the data transactions
automatically. Of course this meant that our staff members could save time and carry out their duties conveniently. With the help of Mi4biz,
staff members can see, simultaneously, the notifications that appear in the system and same applies in the opposite direction where the
customer representative can see the input of the field officer.
developers.mi4biz.com

Oya Karagöz
Customer Experience &
Campaign Manager
Even though we have involved all our stores in our complaint management process besides our call centers and our headquarters office, we have
attained an advantageous position, within a matter of two weeks, where we can track complaints end-to-end thanks to integration opportunities offered
by Mi4biz, its ease of use as well as training and advisory support. The ERP integration allows us to dynamically manage our products on Mi4biz,
preventing any sort of data loss.

Flexibility and Integration
• Design in complete autonomy user interfaces, workflows
and agent scripts
• No need of IT support or technical consultants
• New requirements can be implemented without waiting
external support
• Integrable with other software systems
• Software developers’ community on developers.mi4biz.com
• Road Map to Success methodology for immediate results
• A new version on a quarterly basis

Mi4biz
Reports
Reports
Flexibility and
Integration
UX Design, Change
and Integrate
OmniChannel
Many Touchpoints
Process
Management
Many processes for
each Category

Issue Distribution Monitor

Issue Performance Monitor

Customer Service Performance

Delayed Issue Monitor

Issue Type Monitor
Mehmet Akgün
Contact Center Group Manager
As E. Deming also says “You can’t manage what you can’t measure.” Ranging from the call center to the units and branches, the Mi4biz app follows
each and every step of the complaint management process and creates reports.

Operational Reports

Category Performance
Veysel Şanlı
Customer Service Director
We are able to resolve complaints and suggestions on an integrated platform using the Mi4biz app. Managers and executive staff gain clear oversight of
the actions and contributions of employees involved in a process.

Departments Performance Report
By clicking on the person icon the
system will provide the personal
statistics of each member of that
Department.
By clicking on the folder icon the
system will provide the total statistics
of that Department.

Yusuf Sever
Sales System Support Engineer
They enter all sales related demands, requests, suggestions and complaints coming from the field operations in Mi4biz. This immediately gets the
process up and running allowing us to get back with a quick response. We are able to keep track of and report each and every step of the resolution
process.

Compliance and Security
Refia Işık Aydın
Ethics and Customer Manager
Adapting to BDKK and other regulations is the way to go for the financial institutions in this country. Mi4biz enables us to adapt quickly to BRSA
regulations and easily prepare the required reports. The Mi4biz app fully overlaps with our security information rules.
Serdar Demiroğlu
IT Security and Quality Director
Having completed the definition of customer communication processes using the Mi4biz app, we received the ISO 10002:2004 certificate within just 10
days.

Reports and Surveys
• Mi4biz measures what kind of complaints you get, so you can
improve faster
• Follow the complaints you receive about your latest product,
service or new shop in downtown
• What are the categories of the complaints you receive ? What is
the most problematic branch ?
• Measure and improve the performance of your business partners
• What is the average time to solve an Issue ?
• Create customer satisfaction surveys
• Root cause analysis, measure NPS and KPIs
• ISO 10002 certification
Performance

Why Mi4biz ?
• OmniChannel: Integration of all channels: Web, chat, call center, email, social media
• Single view of customer: Recognize your customer in every touchpoint, show the list of
the past interactions
• Local product: fast customer support near you
• Design Workflow, user interface and escalations, end-to-end Issue management
• For each modification or change you don’t need IT partners or consultants
• With dashboard and reports you can measure escalations and KPIs, improve
bottlenecks and obtain ISO 10002 certification.
• Software on the cloud easy to integrate with other applications via web services
• The preferred, most popular solution of leading institutions in every sector
• 4 new versions each year, Mi4biz always gets better

Why a better Customer Service ?
• Purchasing decisions are made by learning existing customer experiences. Customer
satisfaction is the most important sales vehicle
• Keeping current customers is more economic than winning new customers
• A correct complaint management maintain your customer loyalty
• Customers feedback are a powerful way to improve the quality of products, service,
communication and opportunity to reduce costs
• Negative customer experiences can reach out millions of people on social media on
internet. An efficient customer service reduces that risk

Examples Monthly Cost
Fee for 50 users 2,438$
Mi4biz Price ($)
Mi4biz Enterprise 75$ (1 user/month)
Mi4biz Customer Service Features
Omnichannel communication Design Tools
Help Desk ✔ User interface design ✔
Self Desk ✔ Workflow design ✔
Knowledge Base ✔ Settings and parametrization ✔
Integration of multiple comm. channels ✔ Localization ✔
Process Management Measurement and analysis
Process design for each Category ✔ Reports and Dashboards ✔
Custom User interface for each Category ✔ Analysis platform ✔
SLA and Escalations design for each Category ✔ NPS, KPI and Survey management ✔
Automatic dispatcher ✔ ISO 10002 Certification ✔
Dynamic prioritization ✔ Performance and delay reports ✔
System Management Digital documentation
New versions (upgrade) ✔ Training documents ✔
Hosting ✔ API manuals ✔
Backup-Maintenance ✔ developers.mi4biz.com website ✔
Security management ✔ Road Map to Success methodology ✔
Disaster recovery ✔ Best practice ✔
Optional Integrated Plugin
Smart Script Call center scripts 45$ (1 user/month)
Chat Chat addon 35$ (1 user/month)
Social media tracker Brand management on Social Media 75$ (1 account/month)
Discounts
50-99 Users 35 %
100-199 Users 45 %
>=200 Users 65 %
SaaS License Fees
Initial cost of training,
implementation and
integrations
Later on only monthly fee
No commitment, use it as
long as you are satisfied

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