published Sunday, August 8th, 2010 at 9:08 pm by
call-center
The Clarify CRM tool is a very powerful call center and help desk automation solution that had been a very dominant player in the market during the later part of 1990s. It was then taken over by Amdocs in the year 2002, and since then has been turned into a very robust CRM package that provided solutions from one end to another .
Is Clarify CRM a good solution for your business?
All through the mid and the late 90s, the market was dominated by only one strategic player- Clarify CRM that was used by most call centers and customer support units to automate their work and provide software solutions to enhance the way their businesses functioned. With the help of this application, organizations over the world found a rapid and cost effective method to implement efficient and formal call management practices that helped in ensuring that all the queries of the customers were resolved in a prompt and efficient manner.
The Clarify CRM was also referred to as a call management package that provided a very powerful functionality with the help of which companies were able to deliver a quicker and more convenient experience every time customers called their numbers. Some of the advanced features of the Clarify CRM were:
* It had in built escalation procedures whenever there was a problem
* It had an automated management of SLA’s (service level agreements) and other business
related contracts
* There was real time monitoring of services and requests
* It had the option to track the history of all the activities done by the agents and was able to use
this for reporting purposes
* It had an eSupport or a web based option of self service in case anyone using this application
required any help or their support.
After its takeover by Amdocs in the year 2002, Clarify CRM solution has ever since evolved to now become a completely integrated CRM package. This application is now able to meet all kinds of requirements of call centers and help desks.
The Amdocs Clarify CRM provides a very comprehensive solution for CRM, order processing sales force automation, service, order management and its support, and also automation of marketing strategies. Its related modules that are also available are outbound and inbound telemarketing script management, dispatch and field service billing, logistics and digital commerce amongst many other solutions that this amazing software has got to enhance businesses.
published Thursday, August 5th, 2010 at 8:07 pm by
call-center
The advent of internet has been a boon to people who are looking for quicker access to their accounts and products, but is not all that hunky dory as it comes along with a baggage of woes also. Customers prefer using online accounting these days rather than spend time going to the bank and standing in queues and wasting their time when they can just check in to their account with the click of a button and do all the transactions that they would do at a bank. But the sad part of it is that not all financial institutions have been able to take adequate advantage of this technology and have not very efficient websites. They believe that they are unable to maintain separate databases of all the customer information online due to which it makes it rather less useful by having websites of their banks and look forward to more help in able to give the customers an easy and less confusing experience.
The CRM Financial service is the answer to the problems of financial institutions that are looking to make complete use of this medium in order to help their customers and gain more prospective clients.
CRM Financial Software in aid of Financial Services
With the number of people using online banking services increasing every year, financial institutions are understanding that the most important asset is their relationship with their clients or customers. They are looking for better ways and strategies to build better CRM Financial Services. The competition is increasing and financial institutions are trying all different kinds of software’s and tools to make their CRM Financial Services the best and be a cut above the others. Business owners are turning to this new technology to help build new clients and help get new business efficiencies in order to keep their current customers happy.
The CRM Financial Services software gives a comprehensive, and integrated, industry specific capability that helps in getting a better insight into the operational performances, also streamlines the different processes across its value chain, and also improves the responsiveness to the demands of their clients. With the help of discrete CRM Financial Services offerings for mutual fund wholesaling, asset management for institutions, capital markets, wealth management and private banking as well as commercial banking financial institutions are now able to build a strategy that fits their own business.
published Tuesday, July 27th, 2010 at 9:11 pm by
call-center
The CRM technologies and systems have by far evolved a lot and walked a long journey upwards since it was first initiated in the 90’s. The evolution of this technology is not over yet and will see a lot of new CRM trends in the future too, listed below are few of the most important of them.
Customers will be the King
Customers are already treated as kings by almost all businesses, and they have a big hand in determining the sales of the company. With the help of the CRM trends and management this scene is only expected to get much better and provide the customers with even more power than what they have actually ever expected. With the confluence of 3 important factors namely the globalization, internet and the rapid economic developments in China as well as in India this is going to be possible.
The rapid expansion and growth of countries like China and India as options for setting up manufacturing and service bases indicate the number of people that will be added to the list of affluent customers in these countries and which will indirectly lead to the implementation of CRM trends to meet the growing demands.
Personal Commitment
The CRM systems indicate that in the future the employees will start treating CRM as their own personal commitment. More and more companies are understanding the value of their frontline workers as crucial in shaping up and lead management, and this will lead to a lot more companies chalking out high incentives for good employees.
Growth would be higher
One of the most important CRM trends is the exponential growth that we are going to see in the years to come by. According to studies, the CRM industry is going to experience a 5 to 10 percent growth rate every year. It is therefore possible that there are going to be more CRM solutions that will be designed for small business in the next few years.
Competitive Advantage
More and more companies are realizing will start to realize that in order to get advantage over competition with the help of their CRM systems, and they would need to work starting backwards from experiences of their customers to the processes, that are very important in helping to make this task possible. It is important enhance business automation with the help of more CRM solutions, that help in integrated functionality.
published Thursday, July 22nd, 2010 at 8:06 pm by
call-center
A CRM service is remotely provided to businesses or institutions through a hosted model. The service is allotted through licensing and is a very good option for companies who cannot afford to buy the complete software package due to its cost; they are still able to enjoy the services without the expense of paying for the complete software. This kind of service is slowly but steadily getting more and more popular with companies as it helps them in saving their money but still enjoy the complete services of the product.
Who does not like having a software or service that offers solutions to ant problems 24/7, and at any part of the world? The CRM Service is not only a very attractive solution due to its cost but also due to its all round availability and easy accessibility across the world. This system is also very effective since it does not require the regular line up of IT infrastructure, networking, license, servers and dedicated support teams. Having a separate server is not an easy thing to do and is also an expensive affair and also requires a team of qualified engineers to keep the server running in the right manner. Setting up and maintaining a server requires a huge amount of investment and not all companies can afford this kind of an expense.
With the help of online CRM services, businesses are able to tackle many problems that they have been facing from ages. This is done without the help of expensive and complicated infrastructure, and still allows them to take advantage of all its services and benefits. All the companies need to pay while using the CRM service is the expense of the seat license and get ready to enjoy all the various benefits of this new age technology.
It is indeed important to remember that even though the CRM software is hosted at a different place there are no limitations what so ever in using it from any other place across the world other than its original location. The system would have all the regular functionalities that it would normally have were it was hosted in house, and would be secure just as the original place if not more. These systems are very extremely clever, and especially those which also include the difficult functions like timekeeping, billing, management of documents, invoicing and project management.
published Friday, July 16th, 2010 at 6:54 am by
call-center
Conducting customer satisfaction surveys is simply the first step in implementing a strategy to improve your customer service. Once you have the data you have to use it to take concrete steps to improve customer service or you will have wasted your time and money.
This means that you need to take action to rectify the problems identified in customer satisfaction surveys as soon as you get the results. Implementing a basic strategy to deal with these problems is the first step in solving them and improving your customer service.
Deal with the Worst Problems First
Look over the results of customer satisfaction surveys and categorize the results into three categories: worst, probable and potential problems. The worst problems will be those that are damaging customer service and costing the company right now.
An example of the worst would be a reservation line at a hotel that refers most of the callers to voicemail. This would cost the company money because it is not meeting the needs of real customers calling in now with the intention to spend money. Such a problem would need to be dealt with immediately to stop the company from loosing business.
A probable problem is something that will be a problem in the near future. An example of this would be a lack of customer service personal who deal with an expected increase in business. If the customer satisfaction surveys indicate customers are having a long wait to talk to a customer service representative now you may not have the resources to deal with an expected increase in business.
A potential problem is an issue that could develop into a problem. An example of this would be customer service representatives who don’t know enough about a new product. This could indicate deficiencies in the company’s customer service training program.
Dealing with the Problems
Once the customer satisfaction surveys have identified the problems you will have to deal with them now. The best way to do this is to put somebody, such as an executive or even the head of the company in charge of solving the problem.
Appoint a responsible person who can get things done to take charge of the issue and hold them responsible. Ask them to create a strategy with verifiable results and implement it.
Simply conducting a survey and writing a report about it will be a waste of time and money if nobody is tasked with dealing with the problems identified.
