Post on 20-Aug-2015
67%
customers prefer self
service
91% purchase
decisions are based on customer service
excellence
Empower your customers
users in sales, marketing, service & support organizations
3500+
with Self Service Platform
CRM++ Self Service Portal© Copyright 2014 CRMIT. All rights reserved.
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• Empower end customers with unprecedented control over their purchase decisions, service request resolution, solutions and other value added information.
• Enable service request agents to respond to customers using native Oracle® Fusion CRM tools thus lowering service request resolution time
• Provide customized content and create a true one-to-one marketing platform for targeted prospects /customers
• Enables effective sharing of appropriate information from the knowledgebase by chat agents
• Provide intelligent customer engagement to improve visitor satisfaction and maximize sales
CRM++ Self Service Platform Benefits
Support for
CRM++ Self Service Portal© Copyright 2014 CRMIT. All rights reserved.
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• Knowledge Management• Self-service Incident Logging• Live Chat for Real Time Collaboration • 360° view of Customers• Integrate chat conversations within the CRM
system• Track Service Level Agreements (SLA)• Social Engagement• Social Sign-in• Discussion Forums• Google Maps
CRM++ Self Service Platform Features
Support for
CRM++ Self Service Portal© Copyright 2014 CRMIT. All rights reserved.
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CRM++ Self Service Portal PreviewService request
CRM++ Self Service Portal© Copyright 2014 CRMIT. All rights reserved.
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CRM++Self Service Portal PreviewCreating service request
CRM++ Self Service Portal© Copyright 2014 CRMIT. All rights reserved.
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CRM ++ Applications
Oracle ® CRM On Demand / Oracle ® Sales Cloud
Framework
Email Workbench
Social CRMComputerTelephonyIntegration
Quote Management
MobileCRM
Enabling rapid deployment and enhanced customer experience
3500+ users in sales, marketing, service & support organizations
Oracle® Cloud Private Cloud @Customer
CRM++ Self Service Portal© Copyright 2014 CRMIT. All rights reserved.
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Case Study #1Tech Distribution Company initiates seamless experience across channels, with self-service platform for tech savvy consumers
COMPANY OVERVIEWThe company is a leading distributor of telecom products and services, mobile broadband and home phone. By combining telco with IT the company plans to deliver more productive solutions for the customer.
CHALLENGES•To provide Tech- Savvy customers solutions that would solve their problems
easily •To lower service request resolution time by allowing agents to reply via the
native Oracle® CRM On Demand interface•Improve customer experience by providing better service via an exhaustive
knowledgebase management and quicker service request resolution
SOLUTION•The solution integrated Oracle® CRM On Demand to enables tracking,
managing and resolving service requests within the service level agreement (SLA)•Enabled agent to respond to requests from the Oracle® CRM On Demand
interface•Ability to link the prospect and customer emails with the CRM data for a 360°
view of the customer interaction
BENEFITS•Empower end customers with unprecedented control over their purchase
decisions, service request resolution, solutions and other value added information
•Enable service request agents to respond to customers using native Oracle® Fusion CRM tools thus lowering service request resolution time
•Provide customized content and create a true one-to-one marketing platform for
targeted prospects /customers
IndustryWholesale Distribution High Technology
Products & ServicesOracle® CRM On DemandCRM++ Self Service Portal
Implementation PartnerCRMIT Solutionswww.crmit.com
CRM++ Self Service Portal© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Case Study #2Business Services Group improves Customer Experience with Self Service Platform
COMPANY OVERVIEWOne of the leading national business services groups in United Kingdom, sought to improve their customer service processes. Their services include helping businesses to be more competitive, productive and efficient
CHALLENGES•Track, manage and resolve service requests via the inbound calls within the
CRM
framework•Minimize inbound calls and enable customers with online knowledge based
web
portal•Leverage the existing CRM framework capability to integrate knowledge based
web portal•Cost effective solution to improve customer experience
SOLUTION•Enabled customers to login via social login or create their own account for the
system to raise request for service•The solution integrated Oracle® CRM On Demand to enables tracking, •managing and resolving service requests within the service level agreement
(SLA)•Improved search tools that enabled users to find get answers from the
exhaustive Knowledgebase.
BENEFITS•Empower end customers with unprecedented control over their purchase
decisions, service request resolution, solutions and other value added information•Enable service request agents to respond to customers using native Oracle®
Fusion CRM tools thus lowering service request resolution time•Provide customized content and create a true one-to-one marketing platform
for targeted prospects /customers
IndustryProfessional Services
Products & ServicesOracle® CRM On DemandCRM++ Self Service Portal
Implementation PartnerCRMIT Solutionswww.crmit.com
CRM++ Self Service Portal© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Case Study #3London School of Business & Management boosts Student Experience by enabling self-service platform with Cloud CRM
COMPANY OVERVIEWThe London School of Business and Management (LSBM) is a business school specialised in business and management. LSBM offers accredited higher education programmes in Business and Information Technology (IT). LSBM also offers a range of support, information and advice services to enable students to gain optimal value and enjoyment from their time spent at LSBM.
CHALLENGES•Student prospecting and student management needed to be handled in a
more efficient manner
•To track and manage prospects in a more systematic and organized manner•To lower service request resolution time by allowing administration staff to
reply via the native Oracle® CRM On Demand interface
•Improve Student experience by providing better service via an exhaustive knowledgebase management and quicker service request resolution
SOLUTION•The solution integrated Oracle® CRM On Demand to enables tracking, •managing and resolving service requests •Enabled staff to respond to requests from the Oracle® CRM On Demand
interface•Improved search tools that enabled users to find get answers from the
exhaustive Knowledgebase.
•Ability to link the student data with the CRM data for a 360° view of the customer
interaction
BENEFITS•System for Student Management with visibility controls, thereby improving
data integrity
•Enable staff to respond to customers using native Oracle® Fusion CRM tools thus lowering service request resolution time
•Empower administration staff with analytics to accomplish their tasks better
IndustryEducation and Research
Products & ServicesOracle® CRM On DemandCRM++ Self Service Portal
Implementation PartnerCRMIT Solutionswww.crmit.com
CRM++ Self Service Portal© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com
Why customers chose CRMIT
End to end expertise on Oracle Customer Experience solutions. Participate in evangelization, roadmaps, product feedback, issues identification & Integration specialization.
013
ISO 270001 REGISTERED
200,000+ users
250+ customers
22+ countries
3000+ app users
23,000+ hrs training
10 yearsCloud CRM
1000+ man-years of deployment
CX Enablement's
Self ServicePlatform
Social Channels
Email Integration
TelephonyIntegration
MobileIntegration
Education & ResearchFinancial Services
Oracle Validated IntegrationComputer Telephony
SpecializationsLargest Cloud
CRM Deployment3 apps on Oracle
Market Place
Accreditations
Solutions
Configure Price Quote
Marketing Cloud
Sales Cloud
Service Cloud
Social Cloud
CRM++ Self Service Portal© Copyright 2014 CRMIT. All rights reserved.
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Industry Experience
Financial Services
IndustrialManufacturing
Travel &Transportation
Insurance
Education & Research
Engineering &Construction
Public Sector
HealthcareConsumer Goods
High Technology
Retail
Life Science
CRM++ Self Service Portal© Copyright 2014 CRMIT. All rights reserved.
www.crmit.com +91 (80) 4292 5555
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