“Being a medium sized business, we need the horsepower of a full Lotus Notes CRM solution but at the fraction of the cost. Relavis CRM has increased our lead to close ratios and improved our sales reps productivity at a cost we could afford.”
Christopher J. Chopping, CRM Manager
Power Service, Inc.
Customer Service and Support for Lotus Notes
Customer service departments have an enormous impact on profitability and customer loyalty. Not only must they deliver superior service, but they must do it quickly and affordably. While the role of technology expands in helping to meet these objectives, customer service must now become more of a business and profit center; they need to blend in marketing and sales in order to ensure a closed loop process.
Relavis CRM focuses on improving customer support and service by leveraging seamless integration with a user's Lotus Notes platform. While quick response times are critical for keeping customers satisfied, collaboration and communication with marketing and sales is crucial for sharing new opportunities. Additionally, by leveraging a Lotus Notes platform, users are also able to lower their total cost of ownership, further increasing profitability.
With Relavis CRM, everyone dealing with a customer - in sales, marketing, or customer service - is able to see all interactions. This allows for a cohesive and focused sales strategy.
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- The right Tool
- Finding the Answers
- Sharing Information
- Monitoring Your Service
- Up and Running Fast
| The Right Tool | What it means to customers |
|---|---|
| ►Easy and streamlined user interface | ► Less time on phone with agent |
| ► Ability to collaborate within the services team and with sales and marketing |
► Ensures a consistent and accurate experience |
| ► Escalate tickets for faster resolution | ► Faster completion of tickets and issues |
| ► Automatic routing of tickets | ► Faster feedback on issues |
The Right Tool
In the same way that real estate is all about location, customer service is all about speed. That is how customers determine their overall experience and satisfaction when dealing with customer service teams. To ensure speed, customer service teams must have a clean, easy-to-use, and familiar user interface and features that allow for quick answers.
Relavis CRM offers a comprehensive solution for creating, tracking, and resolving customer requests and issues; and since it is written for Lotus Notes, shops already on that platform will be very familiar with the user interface experience. Relavis also provides top-notch collaboration features, allowing agents to quickly share information about customers with the sales and marketing teams. Most importantly, it accurately delivers on speed, ensuring customer satisfaction, and therefore loyalty.
Agent Console
The agent console is a single screen consisting of list views, case details, and snapshots of all the related information. This allows for access to anything the agent will need in handling the customer or prospect. Agents can work on a local copy that replicates continuously even if the network goes down or is running slowly.
Ticket Detail
A ticket can be related to an organization, contact, opportunity, lead, or project. Tickets allow all agents and sales team members to keep current with regard to an account. New tickets can easily be filled out and can inherit data from another ticket, or any entity to which it is being related.
Resolutions
Agents are able to quickly scan for resolutions to problems based on key words or categories. Resolutions can be rendered on your website allowing customers to independently search for answers on their own..
Case History
With Relavis, it is possible to get a complete history of all interactions and tickets the organization has had with the service group. It can be shown in a simple summary snapshot or a logistical analysis. Access to all customer related information from sales and marketing is also available. This allows the agent to be aware of all opportunities and special issues related to the account; it also enables immediate feedback to the sales team about specific interactions.
Customized Views
Agents can configure the content and navigation they wantby easily creating custom online views and reports. These reports can be run ad-hoc or scheduled to run on a specific cycle. Full integration with Microsoft Word and Excel is also available.
| Finding the Right Answers | What it means to customers |
|---|---|
| ► Indexed entries for quick searches | ► Spend less time on the phone with agent |
| ►Quickly locate designated experts | ► Faster resolution of issues |
| ► Available for self help | ► Find answers independently |
| ► Track repetitive issues and inquiries | ► Spend less time trying to get clarity on questions |
Finding the Right Answers
In order to resolve issues quickly, it is necessary to efficiently search for resolutions using key words, categories, and phrases. Experts with authorization in the company must be easily accessible to help resolve any issues beyond the scope of the agent's knowledge.
Relavis CRM provides the tools agents need to quickly identify and resolve customer issues. Relavis' integration with Expert Q&A and Sametime allows agents to immediately contact - through instant messaging - an expert if necessary.
Resolutions
Agents are able to quickly scan for resolutions to problems based on key words or categories. Resolutions can be rendered on your website allowing customers to independently search on their own.
Expert Q&A
Relavis' Expert Q&A allows anyone in the company to enter a question or issue they need help on. The system does the work, automatically directing the question to the appropriate expert anywhere they are in the company. The answer is provided and can then be easily added to the knowledge base.
Sametime Integration
For quick access to people who can either help resolve a customer issue, or to get critical information to someone quickly, agents have presence awareness build right into the solution. Now an agent can quickly see if team members or experts they need are online, and quickly instant message with them.
| Sharing Information | What it means to customers |
|---|---|
| ► Automatic notifications | ► Ensures the entire team will be kept informed |
| ► Email enabled | ► Fast follow-up on issues even if from another person |
| ► Full integration with sales and marketing | ► Consistent care and complete follow-up through the organization |
| ► Ability to track full history of an issue | ► Never have to go back over history with new team members |
Sharing Information
Sharing information with sales is critical for ensuring ongoing customer loyalty, and also to help close more business. The consistent messaging ensures that everyone is on the same playing field, no matter when, where, or how they step in. Sharing information also allows sales teams to quickly respond to potential new opportunities.
Relavis CRM enables agents to easily share information with team members of an account. They can be automatically notified of any information that is created or updated via email and doclink. Manually sending out emails to keep people up-to-date causes severe redundancy and impossible for people to manage. With Relavis CRM, everything is stored in a central location, making it very easy to share and collaborate.
Activity Tracking
All activities such as calls, tasks, meeting, call reports, and appointments, can be tracked against any entity in the solution. Team members or managers can be automatically notified of any activity that is created or updated via email and doclink.
Responses
Organized conversation threads are provided with responses. These allow people to comment back and forth while keeping the threads reliable.
Workflows
Workflows automatically route all customer information to team members, and it is all emailed enabled.
| Monitoring your service | What it means to customers |
|---|---|
| ► Monitor proper agent load balance | ► Less wait time to talk with an agent |
| ► Setup metrics you want to watch | ► Ensures support level agreements are being adhered to |
| ► Ensure customers issues are not stagnating | ► No forgotten issues |
| ►Use graphs and charts | ► Ensures speed and faster resolutions |
Monitoring your service
With everyone having to do more with less, customer service departments have to be as automated and efficient as possible; and it is easy to miss the small things that can make a big difference in how a job is getting done. To continually improve, it is necessary to have tools and specific metrics to analyze in order to ensure the best possible customer service.
Relavis CRM provides everything necessary to effectively monitor and adjust customer service agents. It grants the ability to define specific business rules, reports, and views to help track and analyze customer service performance.
Dashboards
Predefined dashboards are delivered with the solution to track key elements for monitoring customer support. They are customizable to meet any specific metrics needed to monitor.
Reporting and Analysis
Service manager views and reports allow companies to be proactive in helping ensure correct agent-load balance. Easily construct online views and ad-hoc inquiries to see the data your way. Access and integration to Word and Excel can be provided if necessary.
Custom Views and Graphs
Create online views and graphics to show real-time results for open tickets, average close times, elapsed time, and much more. Graphs can be done effortlessly with Relavis' wizard.
Reporting and Charting Tools
Create and customize reports effortlessly and add custom charts with Relavis' easy-to-use wizard.
| Up and running fast | What it means to the agents |
|---|---|
| ► Easy and streamlined user interface | ► Less time having to learn |
| ►Fully Lotus Notes integrated | ► Faster entry and retrieval of information |
| ► Ability to work offline | ► Ability to work even if the system is down |
| ► Easy integration with other systems | ► Obtain access to any other necessary data |
Up and Running Fast
Since speed is critical for ensuring customer loyalty when dealing with customer service, it is important for agents to have a system that is simple, clean, and easy to use. Since there are different roles of agents and managers, it is important to offer a high level of personalization and configuration so agents and managers can only use and view the information they need. It is also important to have seamless integration with email - the main form of communication agents have with customers.
Relavis CRM offers Lotus Notes users the perfect solution, especially since they are already familiar with the program. It is configurable at both the system and user level. Agents can easily access what they want in a format they choose.
For Lotus Notes users, Relavis is the smartest solution. Not only does it provide a comprehensive CRM solution, it is affordable and easy to use.
Personalization
Relavis' personalization feature allows agents and managers the ability to choose the content and how it will be displayed.
Integration with Legacy Systems
Relavis offers the ability to plug in data from other systems to enhance the overall solution.
Configuration and customizations
To incorporate very specific and unique processes into the solution, underlying source code changes can easily be made with Relavis' configuration and customizations features.
Reporting
Reports and ad hoc queries can be easily designed using Relavis' simple guided wizards. Access and integration to Word and Excel is also provided.
