Web-based CRM Module - Telephony Integration

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One important associated module for the CRM is the Assets component of ERP.

Usually when customers call they refer to their Assets that the Client sold them.

a) Whether its been issued and its serial number and related info.

b) After Sales maintenance, where an Asset is maintained and keeping record of it

c) During Fault Reporting, the Asset is again refered to and follow up actions logged for it.

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The Assets do work and appears in the CRM window. The system will send a validation code to the User before able to view its Assets.

In the CRM, during replying to requests, the service personnel may enter what spare parts are used, the Qty spent and the Qty to be invoiced to the customer. However the Request(All) window allows only one product to be selected.

Then a Invoice Requests Process will generate Invoices based on that Qty provided the whole request ticket is closed and the Request IsInvoice box is checked.

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Another important aspect for Call Centre Help Desk is that the CRM must handle
a) Predictive Call Out
b) Script for Reading to the Caller, based on the type of call or caller.
c) Knowledge based system can pop up also a script for the reader to say based on the same key words or RequestType of the request as it is been entered.

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