Kapture For Happy Customers
You already KYC,,. Time for crm Managing a company's interactions with current and future customers. Using technology to organize, automate and synchronize sales, marketing, customer service, and technical support.
Good Brands Suffer Coz of Bad CRM 1. 2. 3. 4. 5.
No common platform Delayed response Loosely managed data No integration of internal systems Lack of automation
How some brands fail to understand the importance of customer satisfaction, beyond the value of product or service
No common platform
1
Lack of a common platform to capture queries about services, product details, payment methods, other information, updating details, complaints, etc. from various channels like: • • • • • • • •
Website Social media applications E-mails Call centres SMS Online Campaigns Online Portals Offline Marketing
Loosely Managed Data
2
Limited resources to manage queries coming in through various channels No means for classification and allocation of queries based on type of query raised Maintaining records and history of conversations Manual and local handling of data leading to mismanagement No means to secure data over time
Delayed Response
3
Unsupportive systems to generate quick response Lack of means to deliver automated responses Increased time of query resolution
No integration of internal systems Non compatible systems to classify, allocate or escalate queries Separate systems for handling different CRM activities Barrier to internal communication
4
Lack of Automation Manual data entry leading to unwanted errors No systems to generate automated response via email or SMS No means to access real-time reports
5
Kapture Helps Complete CRM and ERP solutions for all communication, query resolution and management activities.
Just as we make sure that every customer is delighted, always.
You Can
- Create Customer Profiles
Feature:
Benefits:
Separate profiles can be created and updated with name and all kinds of contact information.
Easy access to different kinds of customer information
The customer will be tagged with the service that he has opted for and the team member who closed the deal.
Classification of customers to enhance the service provided Never run out of space
You Can
- Access a Unified Address Book
Feature:
Benefits:
A peek into the recent conversations with the customer to update you before talking to them
Keeps you updated, ahead of the customer
View details including the profile, contact details, conversation history and more.
Saves conversational time Enhances customer delight
You Can
- Create Customer Logins
Feature:
Benefits:
Individual customer log-ins to access personal details
Reduces the back-end workload
Change of address and contact information operation can also be performed.
Reduces customer’s efforts to update details Enhances customer experience
You Can
- Be Accountable
Feature:
Benefits:
Analytics and statistics based on performance of individuals, teams and products/services
Track performance of almost anything
Daily, weekly monthly reports.
Numbers to back your strategic decisions Access reports anytime, anywhere
You Can Feature: Address queries from various sources over a single platform Follow the escalation matrix and push forward unattended/unsolved issues within a speculated period of time.
- Escalate issues
Benefits: Zero ‘missed calls’ from customers Better response to queries or complaints Better track record of satisfied customers
Inclusive of all Queries for product/service information Reviews and Feedback Promotional E-mails and SMSes plus
Easy integration with Call Centre Systems
No matter through which channel the query/complaint has been raised, be it via internet, phone or call centers, all of them will be tabled and queued up for resolution based on priority or a round robin/ FIFO mechanism.
Once the query/ complaint is tabled they are classified based on the type/ product/ Area.
Once the query/ complaint is classified a unique ticket number is generated and a ticket is raised. This ticket is then assigned to the respective teams/ departments for resolution.
Based on the type of query and the estimated time for resolution an automated/ manual timeline can be set for the team member.
Incase the timelines are not met then the query can be escalated to the senior management. Also tickets can be reassigned automatically to other team members incase of the one who is assigned the ticket, is on leave. This fastens the process of query resolution and the customers are always happy.
Once the query is resolved or is taking an unexpected duration to be resolved, automated responses can be sent via Voice Calls/ SMSes/ Emails etc. with apt messages to keep the customers informed. General queries can be resolved directly without raising a ticket by sending automated pre-set messages.
If the query is about wanting to opt for a new banking or investment service then the collections team can be assigned a task for further documentation process. Status of each of these processes can also be maintained.
User friendly features Customizable based on any kind of business models Simple Interface with colour coding Restricted access based on hierarchy Minimized hardware costs
Seamless Integration
Comes with API to integrate with existing systems that run on various platforms
Thank You