CRM application (Web-based Application) is designed for users in every CRM touch point to be able to access and work with the following capabilities;

1. Calling Management
• To keep accurate customer records in CRM application
• To show prospects/ customers details with calling history
• To search data/ record from name, surname, type of customers and telephone number, etc in order to show the calling history with details
• To keep outbound records
• To investigate and follow up pending customers’ complaints which are escalated to relevant departments
• To assign the appropriate authority (User Login) to each job function
• To manage inbound and outbound scripts for agents, and manage the product/ service display

2. Knowledge Management
• Manage the knowledge in term of Content Management (CM)
• Organize information into different levels of topics
• Organize FAQs, standard problems and resolutions
• Display the results in multiple styles through files uploading or data key-in. For example, Excel, Word, Text, Acrobat file or URL Link
• There is one page for uploading each document from users’ desktop computer and that those documents will be saved at the server.
• To search knowledge by Search engine with full-text and filter search

3. Complaint Management
• To keep complaints or requirements records within CRM application
• Case tracking by products or services
• To investigate complaints or requirements and transfer to other relevant departments
• Search complaints or requirements by date/ month/ year and type of calls from agents
• Display each customer’s complaint in details with history
• To acknowledge complaints and follow-up through application system

4. Reports
• To display inbound statistics per day/ month/ year
• To display service statistics by type of calls/ contacts
• To display call volume, classified by agents
• To summarize calling status for agents to be able to follow up smoothly
• To export data/ information/ report to Excel Format and prepare graph presentation

5. Administrator
• To record/ update/ revise/ delete users’ data
• To record/ update/ revise/ delete type of users and display list of users
• To record/ update/ revise/ delete type of call and display list of calls
• To record/ update/ revise/ delete type of knowledge and display list of knowledge
• To assign the appropriate authority (User Login) to each job function
• To secure the application system