Arihant Capital Markets Ltd buys our tools to synchronize Marketing, Sales and Customer Care Activities of their 620 offices in 110 cities in India. Cloud Computing technology would be used for hosting these Marketing, Sales and Customer Care tools.
Dquip provides enterprise quality customer support & service features, such as ticket management, knowledge management, customer self service portal, reports, and support statistics specifically useful for your organization's customer support force. you can also use other customer support-related modules, such as products, activity management, calendar, contact management, and so on.
Key Modules
1. Ticket Management
• Track all trouble tickets related to customers end-to-end as per organization's customer support process
• Associate trouble tickets with accounts, contacts, products, and other modules to have a better visibility on the trouble tickets
• Create fully customizable list views as per Support person's requirement
• Provide solutions to the trouble tickets submitted through Customer Portal
• Automatically update the status of tickets through E-mail
• Create fully customizable ticket reports
• Create customer support statistics to help the managers to plan for a better customer support process.
• Create custom fields as per your organization requirements
2. Knowledge Base
• Manage product-wise knowledge base in a centralized location for a better resolution of trouble tickets within least possible time
• Associate articles with trouble tickets and products
• Provide public access to the knowledge base only after approval
• Maintain up-to-date articles based on customer suggestions & comments
3. Customer Self Service Portal
• Fully customizable and you can deploy without hassles in your Web site
• Secured access to the Customer Self Service Portal
• Search Knowledge Base articles before submitting trouble tickets
• Constantly improve the quality of Knowledge Base by threaded discussions
• Notify trouble ticket update to the customers through E-mail
• Follow up the trouble tickets by threaded discussions
• Update customer profiles
Having taken a customer on board, organizations need to nurture those relationships of repeat purchases and more importantly creating positive opinion about the product and service usage, among their customer community. Customer support needs to take care of multiplicity of customer touch-points including Email, Web, Mobile, Phone, Walk-ins etc. It is important that the customer requesting for service has a similar experience irrespective of the medium of contact used by them. Responsiveness to the customer request too needs to be identical across touch-points. Without customer management solution as a functionality of CRM, such a unified approach would be a distant dream.
Customer Management Solution on Cloud Computing Technology
Often lead tracking has required marketing managers, sales representatives and sales managers to keep track of customer data in spreadsheets, databases, or other filing systems. Regular phone calls to check in with customers, database updates, and other involved tasks would be required of the marketing managers and sales reps to thoroughly track leads through the sales process. When a sales representative is responsible for a large number of clients, the tracking process can be time consuming and inefficient. It is also possible for leads to slip through the cracks, meaning businesses lose potential sales along with the leads. Adopting solutions to aide the process and ensure leads are properly capitalized upon is something businesses should give consideration to.
Cloud computing is a hugely important evolution in the way that businesses and individuals consume and operate computing. Most cloud computing infrastructures consist of services delivered through common centers and built on servers. Clouds often appear as single points of access for all consumers computing needs. It's a fundamental shift to an operational model in which applications don't live out their lives on a specific piece of hardware and in which resources are more flexibly deployed than was the historical norm. Most cloud computing infrastructures consist of services delivered through common centers and built on servers. Clouds often appear as single points of access for all consumers computing needs. Integration of cloud computing helps to improves ability to rapidly and inexpensively re-provision technological infrastructure resources.