WICE-CRM
WICE-CRM is the software application that provides the customer care executives with an excellent tool to ensure quality service to the customers. The software helps to manage all he incoming service inquiries. It is web-based customer service software that features an excellent database, a trouble ticket system and customer problems account management capabilities. It provides the complete online solution needed to provide the level of service, customers have come to expect in the new economy.
WICE-CRM software is customizable, web-based solution that will enable the customer care team to:
- Collaborate among different departments
- Respond quickly accurately to customer requests
- Quickly enter and prioritize issues
- Create actionable, real time reports (table, charts, and graphs)
- Provide managers with actionable information
- Identify opportunities (training, product improvement etc.) It ensures that every customer interaction is tracked efficiently and accurately, creating a clear, searchable record. The information can be entered either by a customer care executive or by the administrator. When a problem is identified, it can be entered into the system. The tracking feature allows the executive to track the time invested on any cross section of issues by department, subject, and priority, trouble ticket no and more.
Features
- It combines a browser-based interface with a database backed-end system.
- Self-service options such as knowledge base, that provides a robust suite of FAQs. They consist of solutions to connection, billing, technology and service related questions and will make it easy for the executive to find the right information 24/7.
- To track, route and manage customer service issues with a closed loop ticket system.
- Measure internal processes and end user satisfaction with reporting.
- Multiple levels of authentication are provided.
- Tracks the status and progress and customer inquiries/complaints and compliance issues/ investigations in issues, and maintain complete case histories with instant access to all related information.
- Hlps monitor the performance of customer care executives using metrics such as average time to close issues, no of issues handled by particular executive/ department, and more. System provides the Administrator, customer, care executives and other departments separate access rights.