Service007 - Corporate presentation

1
Customer 1
2
OUR SERVICES
Customer 1
Custom Software Solutions
Call Centre Related Software
3
WHY US
Customer 1
01

• Multi Channel Access to Customers
• Call, Email, Chat
• Reliable and Cost Effective
• 24X7X365 Availability
• Multilanguage Support

03

• Real Time Reports
• Real time dashboard for all processes to monitor
  Drop, Handling Time, Call Queue
• Online call barging / whispering to monitor
  quality of incoming / outgoing call
• Automated software based report, no human
  intervention, software enabled time stamping for
  all calls

02

• Timely and Accurate Routing of Customer Issues
• Accountability of Action
• Timely Escalations
• Skill based routing

4
Customer 1
CALL CENTRE SERVICES
5
CALL CENTRE SERVICES
OUTBOUND CUSTOMER SERVICE
INBOUND CUSTOMER SERVICE
Loyalty Management
Customer Feedback Gathering
General Inquiries
Customer Satisfaction Survey
Customer Retention
Service Registration
Order Booking
Customer Loyalty
Accounts Receivable
Complaint Registration
Appointment Fixing
Dealer Inquiries
Inbound Process Expertise of 14 years -
Handling 50000 Inbound Service Calls Every Day
Handling 5000 Outbound calls a day
6
Customer 1
CRM
7
Why CRM?

• Keep Customer Service, Sales, Marketing Lead
  Generation Activities on track
• Have Daily visibility of every member of your
  extended team
• In house Sales teams
• Service Teams
• Dealer / Distributor / Retailer Network
• Keep information and messaging consistent
  throughout your pipeline
• Set and monitor targets for creation of sales
  pipeline, achievement of sales targets,
• achievement of service levels for your extended
  team
• 5. Automated Approval cycles Customer
  Escalations
• Integrate with your ERP to have consistent and
  correct data and
• information flowing up and down the chain
• 7. Customized reports
• 7. Manage IT costs without sacrificing
  information requirements

8
CRM
Customer 1
DOWNSTREAM LOGIN 1
Keyword
EXISTING ERP
SERVICE007
FUCTIONAL LOGINS
DOWNSTREAM LOGIN 2
DOWNSTREAM LOGIN ..N
SERVICE007 CRM acts as a bridge between your
existing ERP and your downstream resources
9
Some of our CRM Related Mobile Applications
Customer 1
FIELD FORCE CRM APP
SERVICE CRM APP
DEALER MANAGEMENT CRM
10
Field Force CRM Mobile App

• Simplify your sales force management by
• Setting product wise, monthly targets for sales
  force
• Planning their visit schedules in advance and
  tracking their travel and attendance through geo
  tagging
• Mobile app for daily order booking, addition of
  new stockists and retailers, expenses reporting
  and management, collecting point of sale data on
  stock positions, approvals workflows
• Keeping sales force and office in sync with up to
  date product price list, dispatch and payment
  information for individual customers
• Monitoring, Real Time Reporting and Business
  Intelligence for by Managers is made easy
  through automatic synchronization between Field
  Force Mobile App and CRM solution

11
PROCESS LAYOUT FIELD FORCE
Customer 1
12
FIELD FORCE CRM APP
Customer 1
DISPATCHES
SALES TEAM
FACTORY
SYNC
FACTORY
SALES TRACK
SUPER STOCKIST
RETAILER
FACTORY
STOCKIST
SALES TRACK
SALES TEAM
SYNC
FACTORY
13
Service CRM Mobile App

• Service Support Automation
• Customer Support Management
• Equipment / Product Service / AMC Management
• Tracking productivity / service quality and
  performance of service personnel / team - Branch
  wise, Dealer wise
• Complaints Management
• Can be integrated with call center for 360?
  service management

14
SERVICE CRM APP
CUSTOMER DATA
Customer 1
SLA
AREA SERVICE MANAGER
CRM UPDATE
HANDSHAKING DONE EVERY 24 HOURS
PRIORITY TICKET
ESCALATION ON DELAY
EXISTING ERP
SERVICE DONE
TICKET RAISED
CUSTOMER CALL
TICKET CLOSED
GEO TAGGING OF NEAREST SERVICE ENGINEER
AREA SERVICE MANAGER
SLA
ESCALATION
15
Dealer Management CRM

• Stay informed about the daily sales and service
  activities of your authorized dealers/distributors
  /service partners
• Keep an eye on stock and reorder levels of down
  stream partners
• Have last mile users information constantly
  updated
• Generation of hourly / daily / weekly / monthly
  reports
• Understand Improve the capability and
  performance of sales / service team / dealer
• Automated Quote /Sales Order / AMC/ Service
  Ticket / Spare Request generation
• Complaints Management

16
DEALER MANAGEMENT CRM
CUSTOMER DATA
Customer 1
SLA
CRM UPDATE
ESCALATION
AREA SERVICE MANAGER
HANDSHAKING DONE EVERY 24 HOURS
PRIORITY TICKET
SERVICE DONE
EXISTING ERP
TICKET CLOSED
TICKET RAISED
DEALER SERVICE PERSON
CUSTOMER CALL
INSTALLATION
NEAREST DEALER
PAID SERVICE
QUOTE GENERATION
QUOTE ACCEPETANCE
SERVICE WARRANTY
AMC
CUSTOMER ORDER
PO RELEASE
17
DATA CENTERFeatures

• Fire Protection

• Security

• Raised Floor

• Installed Fire Extinguisher System (Non-water
  based)
• Smoke detectors

• Access Controlled Doors
• Proximity card

• Provision for Electric power and cooled air below

6
18
NETWORK
Customer 1
Intranet Connectivity
Internet Connectivity
Security
Installed CISCO 2921 router in top layer
Installed Layer3/2 switches with 10/100/1000 HP
5500 EI 24P / HP 2510 G 24/48P Configured
functional based VLANs
Installed Layer3/2 switches with 10/100/1000 HP
5500 EI 24P / HP 2510 G 24/48P Configured
functional based VLANs Installed Fortigate 200B
H/W firewall.
Dual ISP Link for Data Voice
19
BUSINESS CONTINUITY PLAN
Customer 1

• Backup for all production datas / Critical
  Server
• Well equipped Secondary Site.
• Redundant Servers / Hardware.
• Periodical DRP Drills.
• Trained ERT Members

Back Up or Live System on Cloud Server
Implemented Disaster Recovery Plan
ISMS 27001

• Preliminary Audits conducted for ISMS.
• Developed ISMS policies Procedures.
• Scheduled Vulnerability Assessments conducted
  for Servers/Desktops/Network Equipments by using
  NESSUS

20
OTHER PRODUCTS
Customer 1
LOYALTY MANAGEMENT CRM
HOSPITAL MANAGEMENT SOFTWARE
SCHOOL MANAGEMENT SOFTWARE
LEAD MANAGEMENT CRM
INSTITUTE MANAGEMENT SOFTWARE
21
SUPPORT SERVICES
Customer 1
03
Support contract with OEM
04
Good co-ordination with local support vendors,
External parties and Maintenance Team
02
24/7 support for critical servers other
equipments
05
01
Well trained / certified in-house Engineers
High Service Levels Quality Adherence
22
SOFTWARE SERVICES
Technology Expertise
Mobile Technology Android Studio Eclipse Xcode Xa
marin Ionic AngularjS Phonegap/Cordova Assistive
technology Screen readers (JAWS. NVDA) Screen
magnifiers (WindowEyes. ,Z0omText) Speech-to-text
Languages .
C. VB Net JAVA RDBMS SQL Server 2008
2012 MySQL ORACLE POSTGRESS MongoDB Platforms Win
dows, MAC, Android, iOS Web Servers IIS, Apache,
Tomcat
Tools/Application Visual Studio Dreamweaver Active
State Komodo JIRA SourceTree Unity3D Analytics
tools R Programming Google Prediction
API H20 Indico KNIME . SAS Mimtab . PMML Hadoop
Web Technology HTML5.CSS3 Javascript ,
jQuery WebGL Bootstrap ASP. Net PHP NodeJS Python
Ruby on Rails SOAP AJAX RestAPl
22
23
CHANNEL PARTNER ADVANTAGE

• Flexible Pricing
• Attractive Commissions
• Dedicated Account Manager
• Marketing Support
• Integration with any existing system
• Integral with any major ERP as an Add-on
• A range of products to suit any customer
  requirement
• Fully Customizable products to suit requirement

24
(No Transcript)