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Customer Service CRM

Making Complex Customer Service Simple

One of the reasons why organisations find it hard to draw together the different elements needed to deliver a truly seamless customer service, has been their over-reliance on enterprise CRM solutions. While CRM databases are a powerful resource, it has become clear that their complexity, depth of data and speed of access makes them inherently unsuitable for the day-to-day needs of a contact centre.

In contrast, mplsystems’ customer service applications can provide customer service CRM and extensive case management functionality. Configured around specific requirements of an individual contact centre in a simple and intuitive interface, the solution enables agents to offer a rapid and personalised service.

When a contact is received by any channel (call; email; chat; social), the request is delivered to the most appropriate agent based on skills. A new case is automatically created and associated with the customer record, or alternatively can be associated with an existing case.

View and manage all of your customer data on one unified screen

Multiple contacts from multiple channels can be assigned to a single case, allowing users to assign tasks to other colleagues; escalate cases and create sub-cases. Cases can also be transferred and worked on simultaneously by disparate teams.

The unique grouping functionality ensures any new customer communications in the queue, that are related to a single case, are collated and delivered to the most skilled user, as assigned within the business rules.

Business rules manage any automated processing and can be applied on specific case types to govern how they are assigned and dealt with. Where cases require involvement from multiple departments and skill sets, the system makes it easy to share cases and assign specifically timed sub-tasks.

Customer Service CRM Benefits:

  • A customer service CRM fully customised around specific business processes
  • Case management, CRM and communications all featured within a single application
  • Improved agent productivity through simplified usability
  • Integration with systems across the entire business

mplsystems’ customer service CRM provides agents with all customer data and details of multi-channel interactions in a single, intuitive user interface. This enables agents to efficiently access data from across the business and process requests instantly, thus avoiding the complexity of traditional CRM solutions.

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    TCSJOHNHUXLEY selected a cloud-based field service management solution that integrated service desk, dynamic scheduling and mobile field service

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    Read More »

  • field service apps

    TCSJOHNHUXLEY selected a cloud-based field service management solution that integrated service desk, dynamic scheduling and mobile field service

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  • The team at Woodhead One see our solution from mplsystems as a true differentiator and a feature that is now helping us win new business.

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