CRM-Software AG-VIP SQL for Telcos / Carrier

Content

Task
Solution
Summary
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Task

Telcos, Carrier or mobile communications providers handle a huge number of customers. The market is extremely competitive. The price for the end customer is an essential competitive factor. This means that new contacts must be processed consequently and the existing customer loyalty must be strengthened.

In the area of care for existing customers it must be made sure that contracts are not canceled, but renewed. This means it is necessary to map the complete customer care process in CRM software, to support the customer care functionally and manage the process by suitable reporting.

Solution

The CRM software AG-VIP SQL maps freely definable distribution processes. In the example of the mobile communications provider, this could be like this:

Telcos / Carrier
In the starting phase 1, telephone acquisition, numbers are called and a contract is offered. For the sake of clarity, the steps 1a) information distribution and 1b) Callback on information distribution have been left out in the graphic. The contract can be created with one click from the CRM software AG-VIP SQL via MS Office integration and sent per e-mail or post. The process has now arrived at step 3) Waiting for contract. If there is no signed contract within x days, a callback is initiated. The agent can now help the customer with entering the details into the contract or answer to questions the customer might have.

As the signed contract arrives, delivery is the next step. The distribution department can be informed via e-mail. With step 5), the welcome call, it is made sure that the customer is satisfied with his purchase (mobile and service). If there is a reason to complain, a complaint process can be triggered and processed in the CRM software AG-VIP SQL.

Before a contract runs out, a 6) retention call is being made to renew the contract. In the case of a success a confirmation letter is being created and, if required, the agent has to wait for the written consent of the customer.

The CRM software AG-VIP SQL can be adapted to these processes as required. The data structure and the user surface can be adapted to the user requirements as desired. With just one click, personalized e-mails or documents can be created and linked directly to the contact history of the customer. You can control via access rights which users are assigned to which tasks and to which data or functions of the CRM software AG-VIP SQL they have access.

Due to the Microsoft SQL Server technology the CRM software AG-VIP SQL can manage several million customer records. Via CTI interface TAPI with integrated dialer functionality even high numbers of customers can be handled efficiently.

Summary

If your market is extremely competitive, a continuous customer care process is essential. This is the only way to find out weak points and to optimize the sales process efficiently. The CRM software AG-VIP SQL gives you the transparency gives you the flexibility you need. Because it is your ideas you are following - not the system of some CRM manufacturer.

More information

AG-VIP SQL for call center
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