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CRM++ Self Service Platform for Oracle Cloud Solution

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Information about CRM++ Self Service Platform for Oracle Cloud Solution
Technology

Published on March 14, 2014

Author: CrmitCorp

Source: slideshare.net

Description

CRM++ Self Service Portal provides a comprehensive solution to empower your end customers with quality services while reducing your costs. Track, manage and resolve issues quickly within your service level agreement (SLA); enable customers to access service requests and solutions, while retaining control on what they can read, and strengthen your relationships with your customers.

With the integration of the live chat feature, customers can now access relevant knowledgebase and required online support for sales and services. The knowledge management capability enables chat agents to share appropriate information thereby providing intelligent customer engagement with real time web traffic.
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CRM++ Self Service Portal Give your customers the freedom of self support

CRM++ Self Service Portal © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Our Cloud Offerings Cloud based Customer Experience (CX) Solutions Portfolio ` RightNow CX Cloud Service Email Workbench Social CRM ATG Mobile CRM CRM On Demand Sales & Marketing Services Applications SSP Cloud Integration Service Offerings CX Consulting Health Check & Wellness Plans CTI Fusion CRM Eloqua SRM Managed Marketing Data Management & Business Analytics Independent Testing & Validation User Adoption Training

CRM++ Self Service Portal © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Oracle® Sales Cloud Self Service Portal Oracle® Sales Cloud Service Requests Integrated BI, Social and Extensibility The New Standard for Customer Relationship Management CRM++ Service Management

CRM++ Self Service Portal © Copyright 2014 CRMIT. All rights reserved. www.crmit.com • Empower end customers with unprecedented control over their purchase decisions, service request resolution, solutions and other value added information. • Enable service request agents to respond to customers using native Oracle® Fusion CRM tools thus lowering service request resolution time • Provide customized content and create a true one-to- one marketing platform for targeted prospects /customers • Enables effective sharing of appropriate information from the knowledgebase by chat agents • Provide intelligent customer engagement to improve visitor satisfaction and maximize sales Benefits users in sales, marketing, service & support organizations3500+ Support for

CRM++ Self Service Portal © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Features • Knowledge Management • Self-service Incident Logging • Live Chat for Real Time Collaboration • 360 view of Customers • Integrate chat conversations within the CRM system • Track Service Level Agreements (SLA) • Social Engagement • Social Sign-in • Discussion Forums • Google Maps users in sales, marketing, service & support organizations3500+ Support for

CRM++ Self Service Portal © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Self Service Portal: Snapshot users in sales, marketing, service & support organizations3500+

CRM++ Self Service Portal © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Self Service Portal: Snapshot users in sales, marketing, service & support organizations3500+

CRM++ Self Service Portal © Copyright 2014 CRMIT. All rights reserved. www.crmit.com CRM ++ Applications CRM On Demand / Oracle ® Sales Cloud Framework Email Workbench Social CRM Computer Telephony Integration Self Service Portal Mobile CRM Enabling rapid deployment and enhanced customer experience 3500+ users in sales, marketing, servic e & support organizations Oracle® Cloud Private Cloud @Customer

CRM++ Self Service Portal © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Case Study Tech Distribution Company initiates seamless experience across channels, with self-service platform for tech savvy consumers COMPANY OVERVIEW The company is a leading distributor of telecom products and services, mobile broadband and home phone. By combining telco with IT the company plans to deliver more productive solutions for the customer. CHALLENGES •To provide Tech- Savvy customers solutions that would solve their problems easily •To lower service request resolution time by allowing agents to reply via the native Oracle® CRM On Demand interface •Improve customer experience by providing better service via an exhaustive knowledgebase management and quicker service request resolution SOLUTION •The solution integrated Oracle® CRM On Demand to enables tracking, managing and resolving service requests within the service level agreement (SLA) •Enabled agent to respond to requests from the Oracle® CRM On Demand interface •Ability to link the prospect and customer emails with the CRM data for a 360 view of the customer interaction BENEFITS •Empower end customers with unprecedented control over their purchase decisions, service request resolution, solutions and other value added information •Enable service request agents to respond to customers using native Oracle® Fusion CRM tools thus lowering service request resolution time •Provide customized content and create a true one-to-one marketing platform for targeted prospects /customers Industry Wholesale Distribution High Technology Products & Services Oracle® CRM On Demand CRM++ Self Service Portal Implementation Partner CRMIT Solutions www.crmit.com

CRM++ Self Service Portal © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Case Study Business Services Group improves Customer Experience with Self Service Platform COMPANY OVERVIEW One of the leading national business services groups in United Kingdom, sought to improve their customer service processes. Their services include helping businesses to be more competitive, productive and efficient CHALLENGES •Track, manage and resolve service requests via the inbound calls within the CRM framework •Minimize inbound calls and enable customers with online knowledge based web portal •Leverage the existing CRM framework capability to integrate knowledge based web portal •Cost effective solution to improve customer experience SOLUTION •Enabled customers to login via socail login or create their own account for the system to raise request for service •The solution integrated Oracle® CRM On Demand to enables tracking, •managing and resolving service requests within the service level agreement (SLA) •Improved search tools that enabled users to find get answers from the exhaustive Knowledgebase. BENEFITS •Empower end customers with unprecedented control over their purchase decisions, service request resolution, solutions and other value added information •Enable service request agents to respond to customers using native Oracle® Fusion CRM tools thus lowering service request resolution time •Provide customized content and create a true one-to-one marketing platform for targeted prospects /customers Industry Professional Services Products & Services Oracle® CRM On Demand CRM++ Self Service Portal Implementation Partner CRMIT Solutions www.crmit.com

CRM++ Self Service Portal © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Case Study London School of Business & Management boosts Student Experience by enabling self-service platform with Cloud CRM COMPANY OVERVIEW The London School of Business and Management (LSBM) is a business school specialised in business and management. LSBM offers accredited higher education programmes in Business and Information Technology (IT). LSBM also offers a range of support, information and advice services to enable students to gain optimal value and enjoyment from their time spent at LSBM. CHALLENGES •Student prospecting and student management needed to be handled in a more efficient manner •To track and manage prospects in a more systematic and organized manner •To lower service request resolution time by allowing administration staff to reply via the native Oracle® CRM On Demand interface •Improve Student experience by providing better service via an exhaustive knowledgebase management and quicker service request resolution SOLUTION •The solution integrated Oracle® CRM On Demand to enables tracking, managing and resolving service requests •Enabled staff to respond to requests from the Oracle® CRM On Demand interface •Improved search tools that enabled users to find get answers from the exhaustive Knowledgebase. •Ability to link the student data with the CRM data for a 360 view of the customer interaction BENEFITS •System for Student Management with visibility controls, thereby improving data integrity •Enable staff to respond to customers using native Oracle® Fusion CRM tools thus lowering service request resolution time •Empower administration staff with analytics to accomplish their tasks better Industry Education and Research Products & Services Oracle® CRM On Demand CRM++ Self Service Portal Implementation Partner CRMIT Solutions www.crmit.com

CRM++ Self Service Portal © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Why customers chose CRMIT End to end expertise on Oracle Customer Experience solutions. Participate in evangelization, roadmaps, product feedback, issues identification & Integration specialization. 013 ISO 270001 REGISTERED 200,000+ users 250+ customers 22+ countries 3000+ app users 23,000+ Hrs Training 10 years Cloud CRM 1000+ man-years of Deployment CX Enablement's Self Service Platform Social Channels Email Integration Telephony Integration Mobile Integration Education & Research Financial Services Oracle Validated Integration Computer Telephony Specializations Largest Cloud CRM Deployment 3 apps on Oracle Market Place Accreditations Technologies

CRM++ Self Service Portal © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Industry Experience Financial Services Industrial Manufacturing Travel & Transportation Insurance Education & Research Engineering & Construction Public Sector HealthcareConsumer Goods High Technology Retail Life Science

CRM++ Self Service Portal © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Partial list of CRM++ Customers

CRM++ Self Service Portal © Copyright 2014 CRMIT. All rights reserved. www.crmit.com What do our customers say Thanks for your super support and very hard work. These were executed professionally and I think we got the balance right, judging by the feedback and also from my observations. Saty Joshi, Interactive Marketing & CRM Marketing Excellence 3M …CRM IT has demonstrated the skills and abilities to met or exceed all of our business expectations……. Throughout the process & requirements gathering workshops and the subsequent week of determining solutions, completing activities etc, they have both been very approachable. Their knowledge of CRMoD and their willingness to offer proactive, practical alternative solutions wherever possible has made it a pleasure to work with them. David Atkinson, Functional Analyst, Suncorp Group Limited James T Lane Vice President - Sales Reporting United Health Group

CRM++ Self Service Portal © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Enabling Excellence 2012 Winner *Awards and Accolades won by our CRM customers Best Customer Relationship Management Program Award Best SaaS-Based Program Award National Award for E- governance 2007-08

CRM++ Self Service Portal © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Global Spread Deployment base spread over 22+ countriesSales & Support Offices

CRM++ Self Service Portal © Copyright 2014 CRMIT. All rights reserved. www.crmit.com +91 (80) 4292 5555 Reach us Americas 1525 McCarthy Blvd Suite 1000,Milpitas, CA 95035 USA EMEA Talbot House, 204-226, Imperial Drive, Rayners Lane, Harrow HA2 7HH London Australia & N Zealand Suite 19, 103 George Street Parramatta, NSW 2150 Australia Japan 2-21-7-703 Kiba, Koto- Ku, Tokyo 135-0042, Japan Malaysia B-5-8 Plaza Mont Kiara 50480 Kuala Lumpur, Malaysia +603 2726 2759+81 3 5809 8444 +1 (408) 722 0634 + 44 203 586 1248 +61 2 9186 2550 Middle East # 14, CRMIT Towers, BTM Layout 1st Stage, 100 Ft Ring Road, Bangalore 560068. India Rest of Asia Salahuddin Ayubi Road , Riyadh, Kingdom of Saudi Arabia

CRM++ Self Service Portal © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Thank you sales@crmit.com

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