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04/15/2023Path infotech Limited, Noida
Servitium CRM
Presented byRahul Dwivedi
Data Analyst
04/15/2023Path infotech Limited, Noida
Customer service is a series of activities designed to enhance the level of customer satisfaction.
Customer support is a range of customer services to assist customers in making cost effective and correct use of a product.
It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product.
Customer Support
04/15/2023Path infotech Limited, Noida
04/15/2023Path infotech Limited, Noida
Customer Relationship Management (CRM) is a system for managing a company's interactions with current and future customers.
It often involves using technology to organize, automate and synchronize sales, marketing, customer service, and technical support.
CRM software is a phrase used to describe a category of enterprise software that covers a broad set of applications and software to help businesses manage customer data and customer interaction, access business information, automate sales, marketing and customer support and also manage employee, vendor and partner relationships.
CRM
04/15/2023Path infotech Limited, Noida
04/15/2023Path infotech Limited, Noida
Servitium CRM enables organizations to drive satisfaction across every customer touch-point, by making operations standardized, efficient and responsive thus improving customer satisfaction and building a trusted relationship with their customers.
Servitium CRM is having its front end based on JAVA & backened on Oracle.
Used by various organisation like HCL, Usha, SAR, Canon etc.
Servitium CRM
04/15/2023Path infotech Limited, Noida
Call Centre Authorized service centre (ASC) Direct Service Centre (DSC) Branch Office Zonal Office Head Office
Levels at where Servitium CRM used-
04/15/2023Path infotech Limited, Noida
04/15/2023Path infotech Limited, Noida
•Customer faces problem.
•Customer gives call to call centre.
•CC agent ask mobile no.
•Checks in system whether new/existing customer
•Call Registration (Call locking)-confirmation SMS sent
•Tries to resolve problem (Troubleshooting)
How it works?
04/15/2023Path infotech Limited, Noida
•If resolved then call closed
•Other wise call id gets assigned to ASC/DSC
•Onsite Support-engineer goes @ customer place
•Offsite Support- Customer comes@ ASC/DC
•Problem Resolved. (Call Closed)-SMS sent
•Issue not resolved then
……
04/15/2023Path infotech Limited, Noida
•Pending
•Call transferred to TRC
•Cancelled (Outdated product)
•Call Closed-Confirmation SMS sent
….
04/15/2023Path infotech Limited, Noida
