|
Customer Relations Management
 |
Overview
The NetReady CRM system allows you to connect with your customers and network and manage support and queries.
Friendly Interface
Dashboards offer a complete view of the current status of the support and customers. There is a specific dashboard for Operators and another for Administrators. The “My Recent” and “Quick Search” tools have been introduced to allow your Operators fast access to Contacts, Companies, Tickets and Tasks. A help tool tip has been added to all the fields of the module, to help you, your Operators and your Customers easily understand what they need to type in each field. You can customize all the labels and the help text by using the common NetReady language tool. The tabbed panels help to regroup a large amount of information in a single page, without the need of time consuming navigation among many sub pages of the module. Big buttons and logic icons have been used to allow quick identification of the functions needed for Customers, Operators and even Administrators.
Operators and Support Teams
You can create Operators and link them to existing portal users. After login, these users will have their personal Operator Dashboard displayed. NetReady CRM Administrators will be able to grant or deny permissions to each Operator. Some of these permissions include: ability to create new support tickets; ability to reassign own tickets; ability to see and edit other Operators' tickets; ability to delete tickets; ability to reopen closed tickets; ability to create CRM Contacts and more. Some of these permissions can be set specifically for a Category, Company or Contact for each Operator. According to rules that can be customized, auto-assignment of new support tickets can be created depending on the Contact, Company or Category of the new ticket. Email Notification can be set to alert Operators of new pending tickets. A Support Team is used to regroup your Support Operators, for example, by type of task, by location, by skills, or by type of support given. A Support Team can be designed as target for auto-assignment of new Support Tickets (like Operators) and for assignment of Tasks (like Operators). When a Ticket or a Task is assigned to a Team, all of its members will receive the email Notification (if enabled). All members of a Team will access the Tickets and Tasks assigned to the Team, and will be able edit and resolve them. An Operator can be linked to none, one or multiple Teams. Finally, Administrators can set permissions for a single Team to manage only certain tickets, according to their Category, Company or Contacts.
Support Tickets and Tasks
Trouble Tickets can be created by Operators, Contacts, Unregistered Users and by POP3 email polling utility. On Ticket creation, auto-assignment rules are checked and the Ticket can be automatically assigned to a specific Operator or Support Team. There are many ways to search in the support tickets database: Simple Search, Advanced Search, My Tickets, My Recents and View Unassigned Tickets. All the search tools work in respect of the permissions accorded to single Operators and Teams. In Ticket Review page both Operators and Contacts can edit the Tickets details, according to their permissions and settings. Also, information about the Response and Solution (SLA) details are shown in this page. Operators and your customers will also be able to “chat” with the customers by adding new Comments and by uploading new attachments. All the fields and permissions in the Ticket Details page are customizable for both Operators and Customers; in this way, Administrators can set what is visible and what is editable for both roles.
Contracts and SLA settings
NetReady CRM allows you to record support Contracts for each of your Companies and Contacts. By using Contracts, you can limit the number of Tickets that a Company or Contact can open before a new Contract has to be signed. Also, you can specify the SLA time and level for each Contract, that is, the quality or urgency of the Support given; normally, the high level support Contracts offer the fastest response and solution to Tickets. By creating Contract Templates it will be easy to register new Contracts for your customers. First, you create a Template for any type of support level you will offer; then, register each single Contract instance for all your signing customers. When Adminsitrators set a Response and Solution limit (in hours), Helpdesk will assist to easily track the Tickets that are close to Out of SLA. For default, when logged as Operator, a column in the "Search Ticket" page will show progress bars to quickly inform you about the SLA status and remaining time.
Configure your Helpdesk and CRM
While logged as a NetReady CRM Administrator, you can create and manage properties for Ticket Status, Ticket Categories, Operators, Support Teams, Notification Templates, Knowledge Base, SLA Contracts and other minor features. An important customization feature of NetReady CRM is the ability to show or hide some information to both Customer side and Operator side. For example, you might want to let your Operators manage the Assignment Information for the Ticket, and hide this to your Customers. In addition, you can create Extended Fields (additional text boxes and drop down controls) for Support Tickets, Contacts, Contracts and Companies in order to collect and record all the information that NetReady CRM does not nativily handle, but that might be critical to your business. Another configuration feature is the ability to allow or deny your Operators (or Teams) to manage one or more Categories, Contacts or Companies. This is useful if you want to split your support staff and dedicate one or more people to specific Support types (or departments). In the same configuration page, you can set up auto-routing of new tickets - in other words, assigning new Tickets to Operators according to their properties.
Email Notifications and Alerts
Notifications are alerts and confirmations there are sent via email from the NetReady CRM module, to inform an entity about a specific event. You can use the Notifications tool to establish an automatic communication between the NetReady CRM module and Operators and Customers. Each of the emails sent can be configured in its subject, body, sender address and recipient type. A system of replaceable tokens has been created so that the email content can include all the Ticket (and related objects) details, so that the style and the message can be 100% customized with your Company styles and policies. All of the notifications events can be enabled and disabled, and optionally logged for future reference.
CRM: Contacts and Companies
A Contact represents a person that is typically your customer. You can store information about your Contacts and eventually associate them to a Company. A Contact can also be associated to an existing portal user, to enable your customer to interact with your website (for example, to allow him/her to create and manage support tickets). A Company record represents a company that is typically one of your customers. You can use Companies to re-group your Contacts and to store additional information about the company. For both Contacts and Companies, Administrators will be able to set permissions for Operators and support Teams, visibility on Support Categories, permissions on each Ticket input field and, of course, SLA Contracts instances. Extended fields can be configured to record your specific data and attachments can also be uploaded.
Attachments Manager
In NetReady CRM, your Customers can upload attachments to their Support Tickets, such as screenshots or documentation. Your Operators will be able to upload files not only on Support Tickets, but also to Contacts and Companies. Administrators can set a custom list of allowed extensions in the Preferences page. NetReady CRM will store the files in the folder that is set up in Configuration.
Add your customizable fields
Administrators can create new “custom” fields and add them to the Ticket, Contact, Companies and SLA Contracts screens. This is helpful to collect and record all the information that NetReady CRM does not natively handle, but that might be critical to your business. The new fields can be set as “hide” or “show” to the Operators and Customers side, so that a field can be managed by both or by a single role.
Show and Hide fields as you wish
In the Preferences page, all the fields of the Ticket Creation page and Ticket details page can be set as non-visible, visible or read-only. Each field can also be set as “mandatory”, which will force the user to input a valid value for the field, before the form can be saved. In this way you can, for example, force your customer to add critical information at the moment of the creation of the support request, without the need of your Operators to ask for that information at a later stage.
Transform POP3 email into Tickets
If you do not want your customer to access your portal to create new Support Requests, you can simply publish an email address of your company (such as support@mycompany.com), and set up NetReady CRM to check that address for incoming emails. According to settings and rules, NetReady CRM’s POP3 utility will parse the emails received and transform them into New Support Requests or into New Comments to an existing support request. You can restrict this process to email coming from existing customers or instruct NetReady CRM to delete (or not) emails that are not related to support requests.
Knowledge Base
NetReady CRM comes with its own Knowlege Base tool to supply your customer with a library of articles with solutions to common problems and questions about the products or service that your company is selling. Often, this module can be used as a Frequently Asked Questions repository. Administrators can add, edit or delete categories for the KB and also promote Operators to be able to publish KB articles. A search utility and a tree view with categories will help your visitor to quickly find a solution without the need of opening new Support Tickets. Operators can also attach files to the single articles, making these available for download to your visitors or customers.
Statistics and Charts
In both the Administrators and Operators dashboard, charts and panels will help to get a quick view of the various aspects of the module. Charts are focused to give an idea on the amount of Tickets created in a past time span as well as a quick summary of the SLA statistics of closed Tickets. The panel in the top-middle area of the Operators dashboard will alert the user for Unassigned or Critical (SLA) Tickets in the system. Operators and Administrators will also benefit from a dedicated area for statistics and analysis. While Operators will have a report on their own Tickets and Tasks scenario, Administrators will have a global look at the entire system.
Full localization and CSS support
NetReady CRM has been developed with end-user customization in mind. By using the normal Language facility in NetReady Super User account, you will be able to change the content of each label and text in the module, as well as translate it into any language you wish. The usage of .css files opens all possibility for design, layout and colors customization. You can create all the skins you want for your NetReady CRM, and then select the skin you like from the Preferences page. |
 |
|
|