Customer Relationship Management (crm)

Customer Relationship Management (crm)

In order to intelligently manage relationships with customers and provide the necessary information to employees, a much needed effective customer relationship management (CRM) system is in place. Our Amdocs CRM involves public relations (PR), marketing, quality control, sales, service and support (Turban, 2013). Several modules of the Amdocs CRM suite of products run company wide. The software consolidates all customer data onto a single platform and was integrated on our existing back office systems. This allows us to manage customer needs by placing them at the center of everything a service provider does (Kirshnamurty, 2005). The implementation has been great for the field in that we have information from multiple databases in one desktop application. It helps us know who to contact, what the issue is and how often the customer has had to use the service center. By the time we make the call to the customer we are very confident with our knowledge base and this has been impressive to the customer.

The web version that is accessible to field technicians can be logged in from any personal computer (pc). Once a case is routed to a technician, a text message is sent from the database, and with smart phones, we can login and accept the case immediately. We can view the case notes and call the case contact to set up a time for service. When contact is made, we change the status of the case from the drop down that accommodates the situation. For example, Wal-Mart needs a replacement wireless device and the case contains information stating the shipped device is onsite. We make contact with the manager and change the case status to Resource En Route, and when we arrive, change again to Resource on Site. Our work time and down time is accounted for in this database also. It allows for training status, holds information on our skills and certifications, and has leave accrual time. I can access any employee’s case load simply by entering their manager’s name in the search criterion. I can also search any customer we have had by either first or last name. I have been very efficient in my duties with this system and have been the subject of several Customer Satisfaction