The ultimate goal of customer service & support is to quickly and effectively help customers and retain their business. This presentation talk about how SimpleCRM helps you to automate customer service operations.

2. Customer Support
Case Creation - Multiple Sources
Case Management
Bug Tracking
SMS Alerts
Knowledge Base
Document Management
Self Service Portal

3. Key Terminologies
Case Creation - Multiple Sources:
Cases can be created automatically from multiple sources like inbound email, Social Media,
Call Pop-up, Customer Portal, Website chat etc
Case Management:
Cases module is used to manage product or service related problems reported by
customers
Bug tracking:
Bug Tracker module is used to manage product-related defects, either found internally or
reported by customer

4. Key Terminologies
SMS Alerts:
Workflow can be set to trigger SMS alerts to users to ensure hassle-free operations
Case Escalation:
Cases assigned to users ,if remains idle in New status for a length of time, you can
create escalation process and an automated case escalation reassigns cases to the
next support tier
Knowledge Base:
It helps you have ready repository of cases and solutions that help quick resolution
of common issues

5. Multichannel Case Creation

6. Case Assignment & Routing

7. Case Escalations & Workflows

8. Support Flow

9. Case Creation - Inbound Email
Customer sending email
with issue

10. Case Creation - Inbound Email
Automatic email
notification sent to
customer with unique
case number

11. Case Created in CRM

12. Case Creation - Incoming Call

13. Case Creation - Customer Support Portal

14. Creating Case from Portal

15. Case Creation - Facebook
Customer posts an
issue on Facebook

16. Case Created in CRM

17. Case Creation - Twitter
Customer tweets can be added as Case in
CRM

18. Case Creation - Twitter
Choose case routing
method here
We can also build
custom methods like
routing based
customer’s geographical
location etc.

19. Case Escalation Matrix

20. Case Closed

21. Survey Email to Customer
Customer will click
here to give feedback

22. Customer Feedback Form
After submitting this form,
it will get synchronized
with particular case

23. Feedback Captured in CRM

24. Knowledge Base Categories

25. Knowledge Base Article

26. Report Builder with Built-in Reports

27. Out-of-Box Features
Marketing Automation
 Email Campaign manager
 SMS Campaign Manager
 Email marketing
 Web-to-lead forms
 Lead management
 Marketing analytics
 Self-service portal
 Case management
 Inbound email
 Bug tracking
 SMS Alerts
 Case Escalation
 Knowledge Base
Reporting
 Business Intelligence
 Sales trends
 Case reports
 Dashboards
 Customer profiles
Sales Force Automation
 Lead Management
 Opportunity management
 Contact management
 Account management
 Funnel Management
 Mobility Solution –
Android Platform
Products, Quotes & Orders
 Product Catalogue
 Quotes Builder
 Order Management
Enterprise Scalability
 Team Hierarchy
 Performance Tuning
 ISO-8583 Support
Workflows
 Quote Approval
 Case Escalation
Misc Components
 Asterisk Integration
 Partner Portal
 Subscriptions Mgmt
Customer Support

28. Thanks for your time!
>> Schedule Demo
Contact: sales@simplecrm.com.sg
Visit: www.simplecrm.com.sg