Large Enough to Deliver, Small Enough to Care

Zensar’s Salesforce.com CRM practice offers a comprehensive, mature, multi-industry proven suite of CRM solutions that can be applied to the following business functions of an organization :

• Customer Service and Support
  • Ticket Management
    • Case Escalation
    • Case Queuing and Routing
    • Case Assignment
    • Case History Tracking
    • Case Metrics
  • Sample Management

    End-to-end solutions to perform Quality Control inspection on samples received

    • Raise request for Quality Control check
    • Assign task to the Quality Control engineer
    • Track results
    • Report results online
    • Share results with the appropriate stakeholders
  • Knowledge Management
    • Solution Encyclopedia – Stores relevant information so that agents can quickly & accurately resolve cases for saving costs and improve efficiency
    • Private and Public Knowledge Base – Allows easy sharing of company expertise directly with customers via an online channel without agent assistance
    • Browsing and Searching Capabilities – Categorizes solutions that help new agents rapidly resolve customer issues
    • Solution Administration – Uses a multi-level solution review process to ensure that quality of information in knowledge base is up-to-date
    • Solution Workflow - Supports custom workflow rules, automates knowledge management, and notifies administrators when prompt action is required.
  • Web Customer Portal
    • Ensures self-service case management – allows users to self register themselves to become authenticates users
    • Helps extend customer service and support functions
    • Higher customer satisfaction
  • Real-time Dashboards / At-a-glance reports on
    • Service Quality Analysis
    • Agent Performance Metrics
    • Customer Issue Analysis
    • Sales Forecasting
    • Sales Opportunity Pipeline
  • E-mail Notifications and Alerts
    • Helps keep your reps (?) organized and worktogether to focus attention on customers
  • Product Catalogs and Multiple Price Books
    • Used for important actions and processes
    • Emails and notifications should be short and concise
    • Update with changing business needs
    • Improves customer satisfaction levels
    • Leverage in helping achieve Service Level Agreement (SLAs)

  Zensar’s SFDC CRM Service and Support automation solutions provides 3 core benefits:

  • Managing business relationships effectively
  • Improving and sustaining customer loyalty and retention
  • Reducing overall business expenditures