Customer Service CRM

BEFÄHIGEN SIE IHRE MITARBEITER, EINEN SCHNELLEREN UND INTELLIGENTEREN SERVICE ZU BIETEN.

Die Kundenerfahrung ist ein wichtiger Unterscheidungsmerkmal für führende Marken, doch allzu oft werden die Mitarbeiter an der Front mit unzähligen Anwendungen und Datenbanken konfrontiert, um zu navigieren, um eine einzige Kundenanfrage zu beantworten.

Das Beste aus Ihrem Contact Center herauszuholen bedeutet, Ihren Mitarbeitern eine einfache, intuitive Desktop-Anwendung zur Verfügung zu stellen, die alle relevanten, Informationen, die sie benötigen, an einem Ort zusammenführt. Die IFS Customer Engagement™ (CE) Plattform bietet eine einzigartige Lösung, die relevante Kundendaten aus dem gesamten Unternehmen neben den Contact Center-Kanälen konsolidiert und bei Bedarf um Fallmanagement und andere CRM-Funktionen erweitert.

Im Gegensatz zu einem traditionellen CRM-Ansatz geht es nicht darum, bestehende Unternehmenssysteme zu ersetzen, sondern als Schicht über mehreren Backoffice-Systemen zu sitzen und die Kundenbetreuer mit diesen Daten in einer einfachen und intelligenten "fit for purpose"-Anwendung zu präsentieren, die sie durch komplexe Anfragen führt und Daten an der richtigen Stelle zur Entscheidungsunterstützung präsentiert. Das Ergebnis ist ein Kundendienst-Desktop, der die Zeit, die ein Mitarbeiter für die Suche nach Daten und die Verarbeitung von Anfragen aufwendet, verkürzt und gleichzeitig die Front-Office-Mitarbeiter in die Lage versetzt, mehr zu tun.

Making complex customer service simple

CRM for the service and support center: IFS Customer Engagement provides a desktop application that delivers extensive CRM and case management functionality, uniquely configured for contact center agents.

In contrast to the traditional ‘rip and replace’ approach, if existing CRM or other enterprise software is already in place, the IFS CE desktop can augment this functionality. It seamlessly blends customer data for the agents, enabling them to transcribe to underlying systems from their single ‘fit for purpose’ agent application. This allows agents to deliver rapid service while allowing businesses to maximize their existing CRM investments as well as those in other API-enabled external applications.

Where case management is required, IFS CE delivers a complete solution, enabling users to create and assign, transfer, track and escalate cases and manage workflow. The unique grouping functionality ensures any new customer communications in the queue related to a single case are collated and simultaneously delivered to the most skilled user.

Business rules can be applied on specific case types to govern how they are assigned and manage any automated processing. Dashboards provide supervisors with insight into current and historic cases and can be filtered and prioritized against a variety of criteria to enable exceptions to be handled effectively.

Read Fitness First’s Success Story

Transform agent productivity with unified agent desktop software 

40% improvement in service center productivity: The contact center is awash with patchwork technology systems including CRM, email tools, order processing, dialers, trouble ticketing applications and more. But the lack of integration between these systems results in agents’ time being spent surfing and manipulating multiple screens and data rather than talking to customers and resolving their issues. A unified agent desktop resolves these issues, while boosting productivity and creating a more focused customer service.

IFS’s pioneering concept of the unified desktop pulls together customer data from disparate sources and wide systems into a simple, single agent view of the customer. It consolidates communication channels into the same application, allowing agents to easily navigate multiple systems without having to leave one screen.

The desktop guides agents through complex transactions, managing workflow and presenting agents with contextualized data, guidance, and forms at the appropriate point to support decisions. This prompts the agent to collect the required data and guides them through complex processes.

Configure and evolve: IFS CE enables customer service staff to configure and evolve the agent desktop themselves as processes and products evolve. The drag-and-drop design studio enables users to manage data models, workflows, business logic, validation and other user-experience elements.

Infographic: Simplify customer journeys for agents

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Resolving multi-channel mayhem

 

How do businesses move away from agents surfing multiple systems while reducing costs and customer frustrations? This paper considers the options available and draws on research that identifies the unified desktop as the essential tool.

Download whitepaper

Indigo Parking

 

“We now work in a fundamentally different way, as the system is able to route and prioritize requests according to rules that we set in place,” Caroline Theobald, Commercial Manager, Indigo UK.

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