CRM
ProLog’s web-based Customer Relationship Management (CRM) application enables clients to improve their control over the call center operation because customer-centric information is visible throughout the client’s organization. The system provides real-time monitoring, customer complaint tracking, integrated direct marketing and holistic customer record management. The capabilities of the CRM application, coupled with ProLog’s deployment knowledge, allows each client to remain closer to their customer, more rapidly identify opportunities, and leverage the information to improve customer satisfaction and the bottom line business result.
This CRM tool allows ProLog to track every customer interaction and/or selling event, be it through phone, fax, or e-mail. All customer interactions are logged by Customer Care Associates such that ProLog’s clients have complete visibility into their customer interactions. The CRM tool also tracks outbound correspondence (phone, e-mail and fax) so that within a single customer record both ProLog and the client can view a comprehensive record of a customer’s interaction with the company.
The CRM tool can be populated with client Frequently Asked Questions or other technical information, allowing ProLog’s Associates to deliver accurate and timely information to a client’s customer. In addition, the system will allow for every interaction to be “tagged” based on the category of the service event. In so doing, clients can review all customer interactions by category as well as by individual customer.
Keeping with the development philosophy of ProWares, the CRM tool seeks to deliver a full range of customized client features, including:
- E-mail masking (e-mails sent from ProLog’s CRM can carry the sending e-mail address of the client)
- Time tracking by event
- Client customizable fields for tracking data important to each client
- Integration with order fulfillment, so specific orders can be “attached” to individual client interactions.