Customer Service Automation
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Delivering timely customer service is paramount to any organization. The challenge
is finding the right customer service automation solution that offers rich internet
functions, minimizes incident handling costs, and supports and optimizes your existing
business processes.
All customer service interactions, such as support incidents, appointments, reminders,
notes, email, inbound and outbound calls are automatically associated with appropriate
customer and internal contacts for efficient routing, resolution, and reporting.
We can provide following applications for you as part of our Customer Service Automation
Service:
- Contact management - Organize, categorize, and manage your customer and prospect
contacts using default and custom fields, as well as custom sets of contact groups
and types.
- Activity Tracking - Permanently associate contacts with their activity history,
such as email communications, phone calls, notes, and reminders.
- Collaboration and scheduling - Create, share, assign, and prioritize tasks
and reminders; create daily, weekly, and monthly calendar views.
- Document Management - Upload and share documents and files. Associate documents
and files with contacts or company for easy access and storage.
Casestudies
Company:
A leading advertisement company based in Kerala, India.
Problem:
The advertisement company have several important clients and customers internationally.
There are several Account Executives supporting different clients and customer found
it difficult to keep track of all contacts and communications that their sales team
has with their clients / prospects.
Solution:
Pumex developed a user-friendly contacts management system for the client. We developed
Contact manager, Activity Tracker and Reminder Services for client. The system is
a multi-user system, implmenting a Client-Server architecture to retrieve data from
the central database. All users can access contacts and track the activities based
on their access rights. System also helps to export/import contacts from excel sheets,
word documents or address books. The system helps client to keep track of all activities
of an account executive, and assign the account to another executive if some one
is gone for a vacation.
Platform:
The application was built on Windows platform with VB.NET (Windows) and MS SQL Server
as the backend database.
Conclusion:
The customer is extremely happy with the solution developed and implemented.
Customer Status:
Active Customer