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Customer Relationship Manager (CRM)

Your business depends on attracting and building long-lasting relationships with your customers.  The principal aims of any CRM system should be to enable companies to forge strong relationships with customers, by increasing customer satisfaction, and enable them to significantly streamline support operations. 

Customer relationship management has traditionally been broken down into 4 distinct areas:

  • Customer service and support

  • Sales force support

  • Marketing support

  • Reporting and analysis.

Due to our own commitment to provide quality service and support to our own customers, OrcaSoft has specialised in the Customer service and support area.

Our objectives were to find a solution, which allowed us to:

  • Increase customer satisfaction

    • track every interaction with our customers by maintaining a complete case history with instant access to all customer communication, including email, notes, calls, & resolutions.

    • reduce the possibility of customer inquiries falling through the cracks by automatically routing and escalating support incidents. 

    • ensure that all service calls and inquiries were being managed within the terms of our SLAs by measuring performance.

  • Increase Team productivity

    • automatically capture customer inquiries from a Web site and route cases to specific support professionals based on a defined set of rules.

  • Reduce training costs and at the same time improve the service provided.

    • Develop a centralized knowledgebase that allows support staff to leverage the knowledge of product experts, standardise solutions handling and improve response time. Powerful search capabilities enable CSRs to quickly locate the right solutions for your customers.

  • Identify the TOP customer issues.

    • Use reporting to analyse the source of top customer issues and concerns. 

    • Proactively address these issues

  • Increase revenues by cross selling.

    • Use customer history and use service interactions as an opportunity to sell additional products or services.

An overview of the Quantum Series is available here.

You staff must also be able to find information and the Knowledge module enables access to all available information about current and passed contacts with the customer.  For more information click here. 

For more information on our products please email us by clicking here.


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