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Introducing iCSM
TRANSFORM YOUR
CUSTOMERS’ EXPERIENCE
iCSM Philosophy
What is iCSM?� Integrated Customer Service Management product.
� Provides a highly effective approach for enhancing the customerexperience by streamlining and integrating all customer service processes.
� Completely tailored to your organisations’ processes.
� Available as an on-demand, SaaS-based offering that can literally be � Available as an on-demand, SaaS-based offering that can literally be set-up in a couple of hours along.
� Designed so that minimal effort is needed in order to learn how to use the system.
If you are looking for a versatile, flexible, process-driven and configurable solution to manage your customer service processes, iCSM is for you.
iCSM is UNIQUE!
� The philosophy behind its design.
� It’s architecture.
� It‘s configurability.
� Powered by TIBCO.� Powered by TIBCO.
“Transform your Customers Experience”
rather than just
“Manage your Customer Service”
iCSM is Simple!
iCSM is Powerful!
� Follow Your Customers Approach
Reach your customers and allow your customers to reach you wherever they are through our multichannel communication model.
� Accelerated Business Value
Fits into any business process you already have will help your customers receive more structured, professional and value based service.
� Integrate All Customer Services Related Processes
Has a powerful architecture that will enable you to integrate various proprietary or third party applications already in use for other functions.
� Business Process Management
Workflow based process driven approach enabling management to streamline the application to fit their business methodology.
iCSM is Powerful!
� Business Intelligence
Well-designed and customizable executive dashboard to identify support issues and patterns, evaluating customer needs, measure and monitor service levels and track service processes.
� Customer Portal
Web-based portal empowers your customers to create/track inquiries, schedule services, search for information and update their profiles.schedule services, search for information and update their profiles.
� Configurability
Configure each step of your customer service process according to your business methodology. Define and change business rules as required.
iCSM, will never come in your way of defining, managing and delivering
the customer experience it will complement, support and enhance your
ability to do so.
iCSM is Powerful!
Sample Executive Dashboard
iCSM – World Class Technology!
47 of the World’s 100 Companies Use TIBCO Software
TIBCO Business Studio
Best Commercial Rich Client Platform Application Award
TIBCO iProcess
Over 1,000 customers and over 3,000,000 users worldwide
TIBCO Active MatrixTIBCO Active Matrix
Leader for SOA Governance in 2009 Gartner Magic Quadrant
TIBCO GI
TIBCO General Interface - "Gold Standard" Among Ajax Toolkits
(InfoWorld Editors)
TIBCO Spotfire
“Spotfire is the most powerful analytic platform in the world”
(spotfire.tibco.com)
iCSM – Features
� Create, assign and manage customer interactions
� Multiple real-time communication channels
� Dynamic and configurable workflows
� Manage and monitor service levels� Manage and monitor service levels
� Customer self-service portal
� Executive dashboard and operational reports
� Integrated document management
� Consolidation of multiple queries
iCSM – Features
� Track service levels, time and cost
� Automatically generate tickets from the customer portal
� Build a knowledge base from each incident logged
� Automatic and manual routing of tasks based on rules sets� Automatic and manual routing of tasks based on rules sets
� Complete tracking of customer history
iCSM – Features
GIS Integration
iCSM – Advantages
� Enhance customer experiences
� Improve service delivery
� Enable continuous improvement through KPI monitoring and Process Enhancement tools
� Full integration of content / information
� Multi-channel service management platform
iCSM – Advantages
� Automatic scheduling of work items
� Dynamic workflows
� Searchable knowledge base with built-in review processes
� Online process help and important details available at a single click� Online process help and important details available at a single click
� Immediate access to required information through a single user interface
Contact Us
Please contact us for further details
+27 (0)860 104 585
www.avsoftware.co.za
