Customer Services

Management

 

The world's most advanced system for Service Activities and Call Centers Management based on Microsoft Dynamics CRM 365 

Orian Technologies brings the next generation systems for service activities management and call centers control based on 365 Dynamics CRM environment.

Orian provides an end to end modular system in a short period while focusing on the core service processes and customer needs.

Our Customer Service solution provides:
 

• System Adaptation to specific service needs - customizations of system forms, views, reports and business service process with automatic updates, tasks, emails, sms etc.

• Omnichannel - Providing a unified response to customer requests from a variety of online channels - Service requests via the website, chat, Facebook, Whatsapp and offline channels - emails, phone calls, faxes, meetings, Using the latest technology from Microsoft.

• 365 customer image - The CRM provides full business information about customers and history of service inquiries, phone calls, meetings, e-mails, sms, newsletters and client-facing tasks.

• Smart SLA - Enabe business operating efficiency, time saving and costs reduction - defining SLA (Service Level Agreement) get notifications and alarms of delays and critical events.


automated processes using the workflow mechanism enable the transfer emails and sms's with information how to handle the request, escalation, automatic status updates and automatic alerts via SMS and email.

• Supporting front-line employees - Providing a complete customer profile and all information for a rapid handling service requests, creating customer retention for the long run.

• Knowledge base - Information and knowledge sharing among the employees enable multi-functionality event treatment. 

• Dashboards for managers to investigate information and make effective decisions - a graphical display to investigate the source of events / malfunctions, display delays by event type / location / urgency etc, employee performance research and more.

Advaced technology support:
   ° Office applications built-in support: Excell, Word, Outlook etc

   ° Advanced cloud technology support
   ° Optional - Field Support using tablets / smartphones and office PC's browsers
   ° Optional - automatic ticketing through the company website or organization portal interface
   ° Optional - IVR connector to call centers operators
   ° Optional - serieal numbers support and inventory management

 

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