CRMnext Overview

Services Management

CRMnext's customer service solutions allow you to drive customer satisfaction and constantly improve the quality of your customer support. As a combination of help desk software and knowledge management software it enables your team to handle more customers with an integrated view of their diverse information. Our social CRM tools, contact management software, automated responses using templates and self service customer portals increase overall effectiveness with minimal human intervention translating into heightened brand loyalty and better revenues.

Cases and Service Requests

Monitor closure of all customer queries, requests and complaints across multiple channels through a consistent approach for resolutions. Ensure the effectiveness of case responses at each stage to gain customer satisfaction.

Call Center Management

Manage your call centers more efficiently with agent productivity tools. Boost performance using integrated dialer management and unified call wrap-ups.

Self Service Portal

Enable customers to search for solutions through a simple to use self-help portal. Allow them to log cases, review requests and check progress online, 365 days a year.

Social Connect

Generate support cases and requests by searching and monitoring for keywords on social posts. Gain valuable insight into customer sentiment and act swiftly on customer reported issues.

Training and Feedback

Build employee competency and upgrade their skill-set by conducting online trainings. Get accurate feedback to summarize the quality and effectiveness of each module.

Knowledge Management

Share case studies and product updates with teams worldwide. Create workspaces for critical troubleshooting literature to lower resolution time. Receive alerts on newer versions for uploaded information.

Inventory

Track orders and procurements to increase warehouse efficiency. Purchase stock in advance after automated approvals to prevent shortages.

Contracts and Entitlements

Keep track of contracts details to maintain business with existing customers in a competitive environment. Set reminders to prepare for upcoming opportunities in advance.

Email Syndication

Specify identification marks to ensure reopened cases are followed-up efficiently. Prevent third party messages from being added to customer data.

SMS and Callback

Capture service requests and complaints sent by SMS and respond instantly. Assign specific messages for follow-up by phone and track until closure.

Approvals and workflow

Map your complete service processes with automation and approvals. Guarantee compliance of service level agreements using multi-level escalations and assignments.

Reporting and Analytics

Get actionable insights into your service performance with dashboards and reports. Build your own ad hoc reports with ease.

Experience CRMnext
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Effectiveness for your support team

Provide your agents with an integrated view of all customer information, including customer history, interactions with the sales and marketing teams and data from other systems integrated with CRMnext. Handle more customer requests with the existing staff by empowering your customers with a self-service portal. Capture customer requests directly from your website and use automatic routing rules to direct them to the right team.

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Efficiency for your middle management

CRMnext empowers the middle management to deliver results by leveraging features like integrated workflow engine, rule based case assignment, smart tasks, customizable alerts and more. It automates the routine activities to enable your managers to spend more time adding value. You can use analytics to gauge support team performance, average response time, workload distribution and more. Create escalation rules to ensure timely service and facilitate collaboration between multiple departments.

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Live customer pulse for your top management

Smart alerts help you keep an eye on your key accounts. You can increase your ROI, get more done with less, using the systems volume management features. The real-time analytics will provide you insight into response time, service trends and identifying areas needing improvement. Use a robust knowledge base to enable agents to resolve problems with greater precision and faster.