The customer was denied boarding for an expired ID despite a ministry publication allowing travel with paper ID within the country. Unaware of the publication, the counter agent quickly dismissed the customer's claim without proper listening. The customer then used social media to download the facts from the airline's networks and resolve the issue.

1. CRM IDOL
Aug 15th
Dirección: Teléfonos: Web:
http:// www.Psblitz.com
Calle Boulevard Nº 162 Ofic. 701- Surco • +511 7110872
Lima- Peru Email: mgarcia@psblitz.com
• 999-278-781

2. Want to know they are talking about your brand?
More dynamic platform for your company
Blitz The platform runs its technology integrating social networks Facebook, Twitter and
through the Channel Manager Portal, offering continuous improvement and speed in
execution of processes that meet the needs of your customers and your business.

3. Mission & Vision
Our Mission
Increasing levels of profitability of our customers,
creating value from the continuous improvement
in processes associated with customer relations
Our Vision
To become a fulling integrated platform
to guarantee costumers satisfaction
reegarless

4. Our Company
• We have 7+ years of experience in:
Process & CRM
Extended Value Chain, SCM, ERP, Reengineering, Vision 360º
Redesign, Process Mapping, Gap Analysis.
Quality:
Quality Assurance, Improvement and Six Sigma, Continuous
Improvement
Tecnology:
Security, Networks, Communications, Information Systems,
Automation, audits, other

5. Team Support
• Managing Director: Maria García Smith
• Sales Director: Rubén Vergara
• Lead Architect Johnny Salgado
• Chief of Development Team: Ruben Orcada
• Marketing & Desing: Tábata Vargas
A full suite of support for your business and gives you technology solutions for your
company. Led by a group of consultants with extensive experience in systems in an
environment of changing organizations.

6. Business Competitors en LA
• PRODUCTS & ALTERNATIVES
What is it about? Getting closer to the Customers !
We support a B2C model focusing on
SERVICE AND SUPPORT, and channel
integrations.
What do We solve? Our Solutions bring together the company to
the Customer, managing the SERVICE Cycle
from different channels with a 360 degree
visibility to guarantee customer satisfaction.
Our service is focused to be adaptable to any business process, consists of
rapid deployment, configurable excellent functionality, the latest
technology and easy integration.

7. Targets & Segments
CORPORATE / BUSINESS
• Companies that have Customers and relate to them on a
regular basis, like a B2C model such as BANKS, INSURANCE
COMPANIES, RETAIL, CREDIT CARD, TELCO, AIRLINES, HEALTH
RELATED.
Blitz is a platform that has a complete set of tools to help Business SERVICE &
SUPPORT their customer base, in a BOUTIQUE CONSULTING mode.

8. What do we offer?
•Multimodal CRM Platform for CUSTOMER SERVICING
& SUPPORT
•To Access from ANY WHERE, ANY CHANNEL
• To reach, connect, and engage from traditional and social networks, & other non –
structured channels
• To obtain bi-directional service and support regardless of channel.
Differential advantage
•Ubiquity, mobility, global Access & immediacy to your customer base.
•Twitter, Facebook, emails, mobile enabled and Portal Self-Servicing as well as those traditional Call
Center and Sales Force Support. Soon to be added : SMS, Online Chat, fax-to-email, native Mobile.

9. Product Strength
How is it different?
• We have integrated 3 PLANES of Service and Support:
• PORTAL SELF-SERVICING
• SOCIAL NETWORK & VARIES CHANNEL
• CRM SERVICE AND SUPPORT WORKFLOWS
Blitz The platform offers network and systems technology, quality,
continuous improvement and constant redesigning of processes that meet
the needs of your business. We offer a quality product fast and dynamic.

10. Show us how:
ticket customer defined
Assign user level or
attend
Supports your customers
directly in an easy and simple
interfase, allowing info to flow
smoothly
Respond directly
Integrate cases to Close ticket then solved
Service & Support the case
Cases come from clients and the platform to act directly integrates with users dynamically allows you to break down
the client's ticket and use variety of tools to help you listen to your customers as a company.

11. Stage
• The AIRLINE objetive: TO ATTRACK & RETAIN CUSTOMERS THRU SUPERB CUSTOMER SERVICING AND SUPPORT, bringing the
AIRLINE Closer to the Customer.
• The AIRLINE has:
– Has hundreds or thousands of customers nationwide.
– Serves many cities in differente regions and zones.
– Has customers who have contacts.
– Contacts can also be customers themselves.
– The AIRLINE interacts with the customer in differente channels.
• The AIRLINE has different ACTORS in different Channels it operates:
– Sales Rep & Supervisor
– Marketing Analyst and Leads Analyst
– Call Center Rep & Supervisor
– Airport Agent and Supervisor
– Back Office Support: Finance, Billing, Operation, Collections, Etc.
– Customer Service Reps & Manager
– Channel Manager for: Online Agent, Social Media Agents
Channels to be used to Showcase a AIRLINE Scenario:
- Twitter : twit a complaint
- Facebook: become a fan and ask question regarding products.
- eMail: send documents and a question regarding billing.
- Customer Portal SelfService: Track Services requested and follow up on replies.
- Blitz Channel manager: Receive streams typify, assign, close, and forward to Business CRM Support Groups.
- Blitz CRM Backend: Receive InBox , escalate, reply and close.

12. Case Study- Airplane
1 3
When faced with high
demand of passengers
Customer is about to
and having no
be served after passing knowledge of this
through an extensive publication, the client
counter dispatched
tail to make your check-
quickly and without a
in good listening your
claim.
2
Customer leaves the 4
Get to the counter, hands over
his ID card but not let you take counter and pulls out
your flight, even though the his mobile device,
passenger indicates that there is immediately
a publication of the Ministry of download the facts
Transport that supports it. through the social
networks of the
airline.
A client loses a domestic flight to have expired ID, despite publication of the Ministry of Transportation
indicating that citizens can travel within the country with his paper up. At the counter of the airline's
attention are not aware of the case. Upon the fact the client using your mobile device enters the Twitter
and Facebook and download the appropriate airline publicly.

13. Case Study- Airplane
Blitz CM gets it, gives an immediate response to The incidence is the platform where the Service & Support has an
customer saying that in the process of solution. Defines attention to detail, explains the cause of the event and given to the
time of settlement. The case goes through 3 levels of care.
and integrates Blitz SS where it is assigned to users
responsible care 1 3
2
The customer receives an immediate response
from the company through the Blitz CM system
solves the case by offering a new ticket and
additional costs for the discomfort, the customer
is satisfied. Channel Manager streamlines the
customer-company incidents.
The customer enters the case through Facebook and Twitter through your mobile device that automatically comes to
the support platform and integrates CM Service & Support, the incidence is served by the users in charge who will
respond quickly to customer offering obligatory apology and solving your problem.

14. Show us the
• ONLINE DEMO

15. Roadmap
• Lifecycle Approach to Customer Relationship
2006 2008 2010 2011-2012
Blitz V. Portal, Blitz Channel
Blitz V 1.0 – Blitz.NET V.2.0
Manager, Social
ASP.NET RETAIL- SUITE Telco, SOA
Networks, Email,
• ITIL Service • SOA Integration • B2C , and B2B Sms, chat.
Support • ENHANCED • Webservices
• Employee • Alerts notifications • e- mail integration • Blitz mobile native
•Help desk • Improved dynamic • customization And enabled.
inprovement
• Customer workflows
integration • Inbound integration
And outgoing
broadcast