Enterprise-wide, 360° Customer View
The extensive data classification capabilities of
Wintouch eCRM allow
Integrated Chat and Email
Integrated client email and chat can significantly improve help desk and other customer service activities. The incoming email sender address is compared to the customer email database. Matches automatically bring up the related contact.
Integrated Word Processor
Use the integrated word processor or switch to your word processor of choice for mail merge printing of reports, letters and envelopes to specific accounts, contacts and groups of accounts or contacts.
Wintouch incorporates an OfficeVision Replacement integrating the most frequently used features of OfficeVision. Wintouch even works with V4R5 and all earlier versions. Visit OfficeVision Replacement for more details.
Problem Tickets or Incident Logs
Profiles can be set up to meet specific customer service needs, for example "Problem Tickets". A Problem Ticket is analogous to an Incident Log in which all "problems" or "incidents" are entered and tracked through the system. The resulting data can then be subsequently analyzed to reveal greater organization problems. For instance, a number of "incidents" all related to shipping of a particular product can reveal that your organization may have some internal issues that are affecting your customer base.
Larger image of Problem Ticket tracking.
Recommended Articles on CRM & Customer Service
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CRM That (Actually) Touches Customers
(from CRM Magazine) destinationCRM, February 2003 -
Movers & Shakers: Paula Kruger, General Manager
(from CRM Magazine) destinationCRM, April 2002"It's All in the Operations…[she] puts together call centers, compiled best practices, and championed customer satisfaction."
