- Automated Support and Lead CRM Management Server
- Unlimited Number of Agent Groups
- CRM Email, Web, Web Chat, and Phone Media Stream Convergence and Tracking
- Advanced Inbound Group and Rule-Based Request Distribution
- Open, Closed and Unassigned Request Management
- Advanced Thread Management Functionality
- Web Chat and Collaboration Server
- Integrated Knowledge Base Server
- Advanced Agent and Group Reporting
- High-Degree of Customization via Custom Commands
- Advanced Product and Inventory Management
- ASP CRM Module Support
Problem
Corporate Sales and Tech Support teams need a comprehensive CRM server to handle
and distribute inbound email, web, web chat, and phone requests. The system must be scaleable and
allow convergence of all data streams into one, consistent request tracking system. In addition,
the system must support various communication methods to allow flexible client support and sales
service.
Solution
SysMaster CRMaster Support and Sales Automation Server allows advanced
data throughput management for support and sales groups. The system includes email, web,
web chat, and phone media stream channels to allow smooth inbound data indexing, management,
and distribution. The system captures all available data streams into one for consistent and
efficient request processing. Targeted at businesses where sales and support are considered
critical success factors, our solution helps streamline sales and support operations and
dramatically improves agent productivity and customer satisfaction. The solution includes
Support and Lead Management, Sales Automation, Web Chat and Knowledge Base Modules and allows
high degree of end-user customization.
Automated Support and Lead Management Server
The SysMaster Sales and Support Automation CRM Server is designed to
ensure fast response to incoming customer and lead requests. The system supports unified
messaging and handles email, phone and web requests. All requests are indexed, time-stamped
and distributed to agents for processing. System administrators define agent groups and set
of rules about how requests will be distributed. The system tracks a number of variables,
like request volume, response times and agent workload, which are used to monitor the quality
of sales and support operations. Through automating the handling of customer and lead requests,
the system shortens response times, reduces errors, and increases customer satisfaction.
Unlimited Number of Agent Groups
The SysMaster CRMaster server supports unlimited number of custom
defined groups to allow multiple teams to operate in parallel and if necessary share
data view. All defined agent groups can handle unlimited number of inbound requests
for scaleable inbound throughput. The system can assign custom rotation methods, inbound
media streams, multiple inbound filters to allow high-level of group profiling and targeting.
All groups have specialized data views that can be private or public to allow team collaboration.
In addition, the group hierarchy consists of Managers and Agents to allow custom ticket assignment,
escalation, reservation, prioritization, and general management.
Email, Web, Web Chat, and Phone Media Stream Convergence and Tracking
SysMaster CRMaster server supports complete media stream convergence.
All inbound requests, are indexed upon entry and assigned to the proper group and agent
within the group. There are several media streams that allow inbound request delivery:
- Email Requests - the system captures inbound emails, filters them out based on the
recipient email address, and creates a new ticket or merges the email into existing
ticket/lead thread.
- Web Requests - the system captures Web requests via specialized Guest Books or/and
Leave-a-Message Web forms. Once received the system will attempt to create a new
ticket/lead or merge it to an existing data thread.
- Web Chat Requests - the system captures inbound requests via Web Chat sessions that
can be statically or dynamically initiated (see the Web Chat CRMaster brochure for
more details).
- Phone Requests - the system is connected to SysMaster PBX Server that allows inbound
call requests to be captured and assigned to proper agent groups. Once a particular
agent is reached via phone the system will create a new ticket/lead or it will try to
merge this phone call to an existing communication thread. The system can also route
the phone to the agent that handles a particular request via its embedded rule based
routing. (see the Contact Center CRMaster brochure for more information).
All data streams are merged into one aggregated thread via the advanced ticket
tracking and indexing system to allow single view for all customer related communication
Advanced Inbound Group and Rule-Based Request Distribution
ChatMaster supports advanced guest or agent transfer
functionality to allow guests to be transferred between rooms for better
support and lead handling options. Online visitors usually enter any of
the existing private service rooms and then are transferred into either
private or public rooms owned by the agent. This procedure ensures lead
security and allows proper lead handling. For example, visitors can talk
to sales agent and support engineer at the same time or be transferred between
different agents and/or public service rooms.
SysMaster CRMaster Server enables managers to define agent groups and
select methods for distributing tickets to group agents. The system supports the
following distribution methods:
- Rotational/Round-Robin - tickets are assigned to agents sequentially for maximum
flexibility and automated lead/ticket distribution.
- Least Utilized - tickets are assigned to the agents with the least workload.
- Predictive - tickets are assigned to agents on the basis of prior customer
communication history, so that customers are matched with preferred agents.
- Assigned by Manager - tickets are manually assigned to agents by their managers
to allow multi-level ticket management.
The CRMaster server allows flexible workload and ticket distribution to fit
any type of CRM environment.
Open, Closed and Unassigned Request Management
All inbound requests are intelligently distributed into several major
groups. Open Requests are requests that are currently in process of being handled.
The open requests feature multiple request flags that allow efficient request handling
such as: Queue Wait Time, Answer Status, Support Status, Escalation Level,
and Reservation Status. The requests also allow full data item search that includes keywords
and content searches. Closed requests are request that have appeared to be finalized.
Request close procedure can be manual or automated (if there is no communication for predefined
period of time). Once closed requests are automatically opened if a new communication is received.
Closed requests can be archived or deleted based on the system settings. Unassigned requests are
separated into specialized folder to allow the group manager to assign them manually, or discard
them altogether.
Advanced Thread Management Functionality
SysMaster CRMaster server supports advanced, all Web based ticket/lead
thread management functionality. The system supports advanced features such as ticket
indexing and ticket history view. Two view types are supported: Nested Three View and
Flat Three View that can be switched dynamically. The Advanced HTML Management Toolbar
allows content customization, font, color, and paragraph management. The system also allows
Spell Checking for response content spell check.
Web Chat and Collaboration Server
SysMaster CRMaster server allows Web Chat with customers to enhance the support
and sales operations of companies. Web Chat has an integrated Co-Browsing and Desktop Sharing
Functionality for advanced level customer service and support. The Web Chat server supports
pre-chat and post-chat registration forms and dynamic web chat initiation which is rule based on
time and/or browsing patterns. Online visitors can select their agent of choice or be assigned
automatically to an agent by the system. CRMaster server, among others, supports the following
advanced features: Co-Browsing, File Sharing, Desktop Sharing, Private, Public and Service Rooms,
Custom Transfer, Room and User Management, Customizable Chat Commands and Texts. For more information,
please refer, to the SysMaster CRMaster Web Chat and Collaboration Server.
Integrated Knowledge Base Server
SysMaster Knowledge Base module empowers Sales and Support Agents with the ability
to create, maintain, share and leverage knowledge. To answer customer questions, agents turn to the
knowledge base for quick answers. Upon resolving difficult issues, agents contribute their solutions
to the knowledge base where they become available for use by all users. As the knowledge base grows,
less frequently accessed knowledge is pushed to secondary folders in order to increase system
effectiveness. Through efficiently organizing and managing company specific knowledge, the system helps
agents quickly find answers to customer questions which improves productivity.
Advanced Agent and Group Reporting
SysMaster CRMaster offers advanced reporting engine to allow agent managers make knowledgeable
assessment about the inbound and outbound request throughput, agent response times, and request handling procedures.
Beyond productivity and workload analysis, the reporting feature is designed to facilitate procedure optimization and
throughput increase initiatives.
High-Degree of Customization via Custom Commands
SysMaster CRMaster Server allows a high degree of end user customization. With a click
of a button, users can define system rules, menus and objects to customize different aspects of system
behavior. The system allows managers to create custom commands and rules for increased communication channel
availability and higher agent request throughput. Some standard custom features include: pre-canned email
and web chat responses, phone call routing, manual agent selection with personalized photographs, advanced
ticket management, and customizable web form objects.
Advanced Product and Inventory Management
The Sales Automation module automates the process of creating, retrieving, and managing
information about customers, products and inventory. The system enables sales agents to check inventory
availability and pricing prior to making custom quotes to reduce errors and customer dissatisfaction.
Upon inventory verification, agents create orders and reserve products for shipment to customers.
The system also enables sales agents to retrieve and update information about customers' purchasing
history and contact information which helps them offer more personalized service.
Application Service Provider (ASP) Functionality
SysMaster CRMaster offers unmatched ASP functionality to allow companies to offer ASP
services that require high degree of CRM management to third-party companies. The ASP module allows
server partitioning and customization where SysMaster Server Managers can create customer accounts
and give privileges to customer group managers to manage their own data streams and agent groups.
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