Overview

Any organization that wants to succeed must aspire towards having excellent customer relations and the first leg of this journey is adopting a no-nonsense approach to customer relationship management (CRM). CRM is all of the activities, strategies and technologies that companies use to manage their interactions with their current and potential customers. CRM helps businesses build a relationship with their customers that, in turn, creates loyalty and customer retention which are both qualities that affect a company’s revenue.

Etiya Customer Relationship Management (CRM) provides a highly scalable, customer-centric, omni-channel experience enabling companies to exceed customer expectations by interacting with them on any platform, via any channel.

Etiya CRM provides an end-to-end, integrated lead-to-cash process flow for customer management. This includes contact and request management; mediation and orchestration of customer interactions; jeopardy and exception management; and customer analysis and reporting. Customer Service Representatives and Sales Agents see a 360-degree in-context customer view enriched with predictions and recommendations based on the customer’s past and current interests and interaction behavior, including social media activities. Social media analysis determines communities of interest and opportunities for cross-sells and up-sells.

With a single click, consolidated, real-time and historical views of customer interactions to create accurate customer profiles (including social media), target offers, and identify customer insights.

Simplifies and automates the lead management process seamlessly from acquisition to sales, making it easy to share product information with the sales team and to target leads based on win probability.

This module enables very fast and easy integration with campaign management tools. Etiya Campaign Management tool design, execute, manage and measure seamless campaigns.

Defines and optimizes customer service processes for trouble ticketing, payment disputes, and service questions.

Defines and optimizes customer service processes for trouble ticketing, payment disputes, and service questions.

Benefits

  • Dynamic customer support and sales workflows, enriched with predictions and recommendations based on customer’s past and current interests and interactions
  • Consistent customer experience on any channel, any device, at any time
  • Customer experience management, based on buying behavior and interests
  • Easy to manage large business customers, their accounts, and their account relations
  • Improved customer conversion ratios via predictive and prescriptive analytics
  • Near real-time decision support for sales performance and operational efficiencies, via sales KPI dashboards
  • Quick and effective actions and effective communication tools for customer loyalty
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