Customer Service Management

Members of management have special customer relationship management needs. That's why Oncontact Software designed its customer relationship management (CRM) application with features to help management oversee the company's front office.

Mirror Your Business Model
Oncontact's CRM system puts you in the driver's seat. After all, you know what works best for your business. Using the Agent Designer, part of the standard CMS toolkit, you can imbed your business rules so the system works exactly how your business does. Here's an example of how it works for your customer service team:

Your company sells computer software. Your customers rely on that software throughout the day for various business tasks, so they need immediate access to your support team. To ensure that every customer issue is addressed promptly, you customize CRM to escalate support incidents to the support manager if not resolved within an hour.

Customer A calls the help desk and explains the difficulty he's having with the software. The help desk rep tells Customer A that she'll find a solution and call him back in 45 minutes. After she hangs up, she gets preoccupied with another case. An hour passes and the CRM system detects that Customer A has not received a response. CRM sends an email to the support manager notifying her that Customer A needs help right away. The manager can see that all the help desk reps are busy with other customers, so she calls Customer A and resolves his issue.

Reports
CRM can convert abstract data into meaningful reports that management can use to analyze, plan and strategize. The reporting utility in CRM lets management:

Incident Screen
Click to view screen.