Affinity - Customer Related request management system

Are your customers satisfied with your services?

Unless you have recorded all the enquiries, transactions, queries, complaints or issues of each of your customers and how your employees responded to each of those requests, you won't be able to say a YES to the above question.

In the commercial world the importance of retaining existing customers and expanding business is paramount. The costs associated with finding new customers mean that every existing customer could be important.

Our Customer relationship management (CRM) helps businesses to gain an insight into the behavior of their customers and modify their business operations to ensure that customers are served in the best possible way. In essence, CRM helps a business to recognize the value of its customers and to capitalize on improved customer relations. The better you understand your customers, the more responsive you can be to their needs.

Our solution helps in finding out about your customers' purchasing habits, opinions and preferences, profiling individuals and groups to market more effectively and increase sales thus changing the way you operate to improve customer service and marketing.

A major benefit can be the development of better relations with your existing customers, which can lead to:

• Increased sales through better timing due to anticipating needs based on historic trends
• Identifying needs more effectively by understanding specific customer requirements
• Cross-selling of other products by highlighting and suggesting alternatives or enhancements
• This can lead to better marketing of your products or services by focusing on:
  • Effective targeted marketing communications aimed specifically at customer needs
  • A more personal approach and the development of new or improved products and services in order to win more business in the future.

Ultimately this could lead to:

• Enhanced customer satisfaction and retention, ensuring that your good reputation in the marketplace continues to grow
• Increased value from your existing customers and reduced cost associated with supporting and servicing them, increasing your overall efficiency and reducing total cost of sales
• Once your business starts to look after its existing customers effectively, efforts can be concentrated on finding new customers and expanding your market.

Even with years of accumulated knowledge, there's always room for improvement.

Service Request Creation

• Ability for staff and clients to create new Service Requests
• Assign Service Requests with priority of low, medium high
• Ability to attach files
• Assign category/sub category to Service Requests

Assign Service Requests

• Administrator/supervisor can assign Service Requests to staff so that they can handle the Service Request.

Transfer Service Requests

• Staff can transfer Service Requests to other staff so that they can handle the Service Request

Escalate Service Requests

• Staff can mark the Service Request as escalated to get comments from the supervisor or manager.
• Escalated Service Requests will be released for staff processing only after the manager/supervisor enter their comments and release the Service Request.
• Service Request escalation is a sort of getting expert advice to process the Service Request

Service Request Category/sub-Category Creation

• Service Requests can be categorized into category and sub-category
• This categorization helps administrator/supervisor to assign the Service Requests to the right support staff

Create Products

• Service Requests can be connected with products.
• This helps the staff to collect more ideas about handling issues.

Service Request Handling & Tracking

• Ability for staff and clients search Service Requests
• Ability to reply for the client Service Requests
• Ability to attach files
• Enter time taken for the service

Knowledge Base

• Knowledge base is central repository where the support staff can search entire Service Requests using some keywords.

Customer Contact list

• This gives the complete list of the customers and the contact details.

Create Staff Login

• The administrator can create logins for the support staff and supervisors.
• Ability for administrator to assign categories to staff account
• Assign specific access permission for staff in the application

Create Customer profile & login

• The administrator can create customer profile and logins
• Ability for administrator to enter the SLA details for the customer
• Activate/deactivate customer account

Auto Notification

• The application sends automatic emails to the staff and the customer when Service Request is created.
• The application sends automatic mails to customers when ever a reply is posted for the Service Requests.

Auto Escalation

• The application automatically escalates the Service Request to the supervisors or managers when if the AMC is expired

News

• This section allows administrator/staff to publish product related news
• Customers can view the news

FAQ

• This section lists the common queries and answers for the queries
• This helps the customer to identify and support the staff to a basic level.
• Administrator can periodically update the FAQ with new queries and answers.

Document Repository

• This section serves as a repository for the service and product related documents
• The software's, drivers or user manuals specific to the customer will be available in this section
• The customer can download and use from this repository

Service Requests Summary

• The administrator/staff can view a summary of the Service Requests not solved.
• A list of transferred Service Requests will be available when the administrator/staff login to his account

Customer wise Service Request reporting (Graphical)

• Graphical representation to Service Requests based on the customer for the selected period.
• Monthly view allows to view the month wise Service Requests submitted by the customer and processed by the staff
• Yearly view allows to view yearly report of the Service Requests

Staff wise service reporting (Graphical)

• Graphical representation to Service Requests based on the staff for the selected period.
• Helps to identify the staff performance in processing the Service Requests and servicing the customer
• Monthly view allows to view the month wise Service Requests submitted by the customer and processed by the staff
• Yearly view allows to view yearly report of the Service Requests

Create Sub Users

• Allows customer to create sub users under his main account
• Customer can assign permissions for the sub users