Telecommunication Network Management Solutions | Customer & Billing Solutions
Business Intelligence & Information Mgmt. Solution | Customer Care/Relationship Mgmt. Solutions
Systems Dev. & Support Services | Business Process Re-engineering & Change Mgmt. Services
Automated Document Solutions | Professional Management & Consulting Services

CUSTOMER CARE / RELATIONSHIP MANAGEMENT SOLUTIONS

Introduction
Typical company's objective of implementing a CRM solution would be primarily to increase customer service levels. Impressive Communications provides the opportunity to implement a 'CARE-EXCEL' Solution which is based on our Customer Care Service Excellence (referred to as "CARE-EXCEL") model framework using Generic CRM Enterprise Solution Platform such as from Siebel, SAP, Oracle and etc. It involves the implementation of -

1. Customer Service and Support (CSS) Applications such as
a. HelpDesk
b. SLA
c. Logistics Management
d. Warranty/Contract management
e. Dispatch Scheduling
f. Technician Dispatch
g. Spares Inventory & etc

2. Consolidate Service Desk (CSD) Applications such as
a. HelpDesk
b. SLA
c. Problem management
d. Change management
e. Asset tracking & etc

3. Sales & marketing Automation (SMA) Applications such as
a. TeleSales
b. Order management
c. Telemarketing
d. Opportunity management
e. Contact management
f. Campaign management & etc

What is CARE-EXCEL™?
CARE-EXCEL™ is Impressive Communications approaches/methodology to implement a single unified business processes layer that integrates all processes from all departments (within that organisation) into one cohesive shared application framework.
The component of CARE-EXCEL™ is illustrated in the diagram below.

Customer Interaction Management (CIM) is the science of maximising the quality of your service and your customers' experience of it, resulting in the building of a strong relationship between an organisation and its customers. The adoption of a CIM is always a step in the right direction, because this integrates the operations of the sales and marketing (SMA), and customer service (CSS) department processes into one unified process group. This process group then needs to be driven by applications that model the unified process at a technological level.

At one hand, the CIM component of CARE-EXCEL™ provides the functions to support the organisation's external customers; on the other, Consolidated Service Desk (CSD) provides the functions to support the organisation's internal employees/customers. The CSD can be viewed as the support centre that consolidate various internal applications that support processes related to employees/internal customers management such as human resource, employee problems etc.

Problems exist when CIM and CSD are not implemented through CARE-EXCEL™ because they are disconnected. Every organisation needs a homogenous approach that may be applied across the entire organisation itself. CIM and CSD are two independent models with limited interoperability. This is where CARE-EXCEL™ plays a very important role. CARE-EXCEL™ bridges CIM & CSD into a single, unified layer upon which common applications like Helpdesk, quality management, Service Level Agreements, problem resolution management may be built and shared. (CARE-EXCEL™ provides this integration of separate departmental processes into a unified process through the integration of Consolidated Service desk, Customer Service Interaction and Customer service and support).

Therefore it is imperative that a technology enabled relationship management model like CARE-EXCEL™ be adopted as a part of any corporate growth strategy. CARE-EXCEL™ addresses real problems that you face in retaining customer loyalty. CARE-EXCEL™ allows you to establish a high level of intimacy and thus distinguish yourself from your competition.
The CARE-EXCEL™ model instils a sense of "customer awareness" in everyone who could potentially serve that customer, from a sales representative to an accounts payable clerk. And it is this sense of awareness that gives a reason for that customer to be loyal to your organisation and bring in repeat sales.

The CARE-EXCEL™ model also promotes the sharing of inter-departmental customer date. For instance, in a situation that requires a customer service agent to alert a customer to an incremental product, the agent must have access to the product literature file (which in the old model would belong to the sales agents and therefore the customer service agent would not have access to). By implementing the CARE-EXCEL™ model, your organisation will appear to be more knowledgeable and more pro-active to the customer in all its interactions.