 |
 |
|
|
| |
| Information at your fingertips |
| |
Efficient account handling
|
 |
 |
Gain actionable insights |
|
Automatically identify and delete duplicate records |
|
Boost agent productivity with the intuitive user interface |
|
Improve first-call resolution with access to customer histories |
|
Simplify adding, changing, and managing contact information |
|
Model one-to-many, many-to-one, and complex relationships to provide great service | | |
| |
Manage cases efficiently
|
|
|
Use rules-based routing and escalation to speed first call resolution (FCR) |
|
Create, manage, and resolve cases by phone, email, chat, Web, or in-person contact |
|
Plan and complete case activities manually or automatically and record them for future reference |
|
Deliver appropriate service fast with an at-a-glance view of each customer’s history and service contracts | | |
| |
Simplifies contract management
|
|
|
Gain insights to help sell more support contracts |
|
Create a contract repository to streamline case management |
|
Set up a catalogue of products and services to track sales, incidents and contracts |
|
Give team members a view of the current status and service eligibility for each customer | | |
| |
Tap into proven expertise
|
|
|
Share expertise across your teams and easily publish, store, and access the Knowledge Base information |
|
Quickly resolve common issues and avoid duplicated efforts by using the built-in Knowledge Base as a solutions repository |
|
Distribute Knowledge Base articles about best practices and solutions through the Web or automated email response | | |
| |
Streamline scheduling
|
|
|
Save time with easy, visual scheduling |
|
Define services with related resources and work schedules to increase precision |
|
Get a centralised view of service workers’ calendars and resources to optimise scheduling |
|
Save time and costs with increased visibility into how well current scheduling is fulfilling service goals | | |
| |
Automate workflows
|
|
|
Create personal, workgroup, departmental, or federated workflows with a handy wizard that reduces reliance on IT |
|
Automatically assign activities to specific agents and use rules-based escalation to redirect cases to the right agent |
|
Provide consistent handling across geographic locations with support for multiple languages and currencies | | |
| |
Better communication
|
|
|
Access and send CRM customer service data via any Web-enabled device |
|
Enhance customer service with better communications between field service and office staff |
|
Deliver notifications and alerts through mobile devices to update customers on service schedules and appointments | | |
| |
Enhanced service with insight
|
|
|
Identify and address issues and refine key performance indicators (KPIs) |
|
Use built-in reports or create custom reports with a CRM Report Wizard |
|
Closely monitor customer service and support processes with dashboards and scorecards |
|
Provide customer service representatives with embedded cross-sell offers tailored to the needs of specific customers | | |
| | |
| |
| < back |
|
|
|
|
|
| |
| |
| Boost service effectiveness and customer satisfaction with Star CRM |
| |
| Star CRM delivers customer information, case management, service history, and support knowledge directly to the desktops of team members, customer service representatives (CSRs) and supervisors. Give them easy-to-use CRM tools to deliver consistent, efficient service that enhances customer loyalty to sustain long-term business and increase lifetime value. Star CRM provides a comprehensive customer service solution that is familiar to users, completely customisable to your business processes, and can scale to meet the demands of your business. |
| |
| Build customer satisfaction and loyalty |
| You can build customer satisfaction and loyalty by delivering a superior service that helps improve customer relationships across all interaction points including: phone, email, in-person communications, and self-service Web portals. |
| |
| Manage work more effectively |
| The increased efficiencies you create by using Star CRM enables your team members to be more productive, with access to complete customer information, cases, contracts, lists, reports, and knowledge through a single, scalable business application that is familiar and easy to use. |
| | Read more
| Automated service processes |
| Create robust service processes that span the customer service organisation, including case routing, escalation, and automatic email response. Business CRM automation lets you provide the highest level of service, maintaining consistency in the way customer service is delivered while keeping costs contained. |
| |
| Resolve issues quickly and with precision |
| Swift and accurate resolution of customer incidents can be executed by giving team members access to all required information about an account, the associated products and services and previous cases through a single user interface. |
| |
| Star CRM with works with your existing assets |
| Confidently build and deploy world-class contact centres through integration with leading telephony switch, automated call distribution (ACD), and computer-telephone integration (CTI) products, as well as other third party solutions. | Collapse
| |
| Manage every aspect of customer service with Star CRM |
| |
| Manage cases |
| Create, assign, and manage cases from initial contact through to resolution across multiple customer touch points. Use the same application for phone, email, Web, in-person, and self-service for improved efficiency and faster service. |
| |
| Manage service levels |
| Achieve more efficient oversight when you create and maintain CRM service contracts within Star CRM. Manage Service Level Agreements (SLAs), refine business processes, and bill customers accurately. |
| |
| Manage facilities and resources |
| Manage service appointments and resources across service sites and locations. Provide greater visibility into service delivery through a single calendar view of service professionals, tools, resources, and facilities. |
| |
| Manage CRM data |
| Effortlessly add, change, and manage contact information with tools for bulk data input and robust duplicate detection. Preserve the integrity of your CRM data so that you can maximize its value. |
| |
| |
| Star CRM lets your people help themselves to succes |
| |
| 24x7 customer self-service through Star CRM |
| Star CRM increases convenience for your customers by empowering them to find answers, create cases, schedule services, and manage their personal profile through the Web 24 hours a day, 7 days a week. |
| |
| Increase customer loyalty |
| Give your people access to CRM data and services in the way that they want, increasing their satisfaction and building loyalty over time. |
| |
| Control costs |
| Implement a CRM solution that is quick to deploy, easy to manage, and has no up-front costs or drain on your company’s capital expenditure. Now you can reduce the management burden and keep costs under control. |
| |
| |
| Turn data into knowledge |
| |
| Accurately measure performance |
| Measure customer satisfaction at every stage of the service lifecycle. Use historical and predictive analytics to help raise customer satisfaction, reduce case handling times, and improve first-call resolution. |
| |
| Identify opportunities for service improvements |
| Identify common support issues, track service processes, and measure service performance so you can continually improve your service processes. |
| |
| Create new revenue opportunities |
| Make compelling up-sell and cross-sell offers to your customers by giving service agents access to comprehensive customer information and analytics as part of the service process. |
| |
| |
| Streamline support processes |
| |
| Automated CRM service processes |
| Increase effectiveness by standardising and automating CRM support activities through workflows. Achieve a single version of customer information across CRM, ERP, and other business systems using the Windows® Workflow Foundation. |
| |
| Cases can be assigned, routed, and escalated using Star CRM |
| Streamline case resolution with automated routing, queuing, and escalation as well as case management, communications tracking, and automated response emails. Streamlined CRM processes help you resolve issues quickly and accurately, boosting both service effectiveness and customer satisfaction. |
| |
| Promote consistent execution |
| Automatic creation and assignment of CRM activities such as phone calls, letters, and field service yield greater consistency. Maintain accurate CRM account, contact and service history with automated tracking and response for customer email messages. |
| |
|
|
|
|
|
 |
|