31-08-2012, 02:04 PM
WALTON CRM (Customer Relationship Management)
WALTON CRM CORRECTION.docx (Size: 16.29 KB / Downloads: 34)
New Customer Query
Agent can save the new customers name, number or e-mail address, address to select what he queried for in our call center and save this in our data base. In future we will give update information to our customer. For the customer query we need to add those options in our CRM as below-
1. Product search(Agent will just select the Brand)
2. Product Model
3. Payment Method
4. Price
5. Warranty Period
6. Manual book
7. Search Service Center, Plaza and Dealer address and phone numbers in an alphabetic order.
After Sales Service
Existing customer
Agent can search a customer by
1. Warranty Number
2. Phone Number
3. Customer Name
If customer is not available in our data then agent have to entry the customer name-mail address, address, phone number and warranty number and select the Brand, product, model and save the customer problem . If possible then agent will give a solution if not possible forward them in service center, mobile service center or management. All this information will save in our data base. In future if this customer call us again agent can see all the details and add another complain or query against the id.
Admin Panel
In admin panel manager will entry all those information and customize those information add or delete. The options are as below
1. Brand, category, model, price, payment method, warranty, manual book, picture upload, service center, plaza and dealer etc.
2. Customer search and give solutions for specific Brand, product category, model.
3. Schedule or assign agent task for inbound / outbound agent to take customer feedback or complete the assign task.
4. Project overview updates all complain and query status by category, in progress and after care.
5. All the data will be stored in a real time search.