What is CRM and what can it do for me?

CUSTOMER CARE WITH SELLIGENT

Customer Relationship Management is a business strategy designed to optimise profitability, revenue, customer satisfaction and loyalty, and Customer Care is central to that. Selligent offers customer service teams and management efficient tools to achieve high standards in customer care. It allows you to quickly resolve customer enquiries, and to follow-up service projects from planning to invoicing.

Help Desk
The Help Desk functionality in the Selligent Customer Care module offers the following features: issue assignment, escalation, tracking, reporting, problem management, resolution, warranty/contract management.

Knowledge Base
The linchpin of this system is the Support Knowledge Base, a repository of product information through which enquiries can be resolved. Tickets can be created either by the internal customer service representative in the Selligent system or directly by the user himself through Selligent e-Services.




Selligent e-Services
The Selligent self-service module allows both customers and partners to interact with your service team via the web. Enterprises that want to provide self-help capabilities to customers, partners and suppliers can now turn to Selligent e-Services. Selligent e-Services is a secure extranet-based interface to the Selligent CRM system, in particular to the Help Desk functionality in the Selligent Customer Relationship Management solution.

Contact Centre
The contact centre is considered by numerous organisations as the linchpin of their customer relationships. It stretches beyond the scope of customer service and can play an important role in marketing and sales.

The function that manages inbound calls to the contact centre makes it possible to automatically transfer the calls to the most appropriate operator according to their availability and experience. For outbound calls, various methods of operation are possible, from automatic dialling triggered by the individual to predictive dialling, where the system determines who is available to make a call.




Call scripts (or questionnaires) can be run automatically or at the operator’s request and choice in order to qualify the customer’s needs and help diagnose his or her problems. The answers are stored and used as the basis for subsequent analysis and segmentation and targeting criteria.

These questionnaires can also be sent by e-mail to be completed directly by the recipient (e-Questionnaire). This tool is particularly useful in campaigns aimed at assessing customer satisfaction.

Selligent > Selligent X@ Suite > Operational CRM > Customer Care

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