What is CRM?

What benefits does it provide companies?

WHAT IS CRM?

An integrated approach to identifying, acquiring and maintaining customers.

Allows companies to coordinate their approach across channels, departments and also geographically.

WHAT IT DOES... Builds a database that describes the customers

and the relationship they hold with the company.

Database: a collection of information that is organized in a way that allows it to be easily accessed, managed and

updated. Provides enough detail so that the company can

offer the client the product/service that matches their need the best.

May contain information about their past purchases, who is involved with the account and a summary of all conversations.

Roles – Types of Login ids

1. Executive2. Manager3. Sr. Manager4. Lead5. Scan Desk6. Customer Service7. Client

WORK FLOWOPERATIONS MODULES

Login Page for allwww.

neusourceworld.com

Employee login Panel

Client login Panel

Executive – Roles & Responsibilities

1. Attendance2. Checking daily basis the activities allotted

by the manager.3. Checking daily basis notes / instruction

given by the manager.4. Action on activities5. Download input and upload output

documents related to the activity .6. Daily Report

HOME PAGE - EXECUTIVE

Activity View

Countinue….upload & download files

1. Download the Input documents attached by the manager (if any) to the activity and complete the activity before the due date

2. Upload all Output documents related to that activity for verification and scrutiny for manager after completion of the activity

3. This option available for each activity/job 

Continue….update job status daily basis

Not Yet Started – Executive has to change the status to “ Not yet started” when received all supporting documents but could not yet started the activity Work in Process – Executive has to change the status to “ Work in Process” when executive received all documents, started to execute the activity and the wok is in process now Refer to Manager – Executive has to change the status to “ Refer to Manager” when executive face some problem in execution of the work and want to return back the activity to his manager Pending with Department – Executive has to change the status to “ Pending with department “ when Work is in hold / completed and submitted or pending with department Pending at client – Executive has to change the status to “Pending at Client “ When he/she cannot execute the activity because documents / permission pending at clients end Documents received – Executive has to change the status to “ Documents received” when he/she received the supporting documents to start execution of the activity Done – Executive has to change status to “ Done” after completing the work with full satisfaction at his/her end

How to Report Daily to Manager?

How to Report Daily to Manager?

Submitting Daily Report

How to Update Profile?

Click here & fill the information about

you, and it is mandatory to all

1. Attendance2. Daily Report / Visit Report3. Managing Activities Status wise4. QC/Closing of Done Activities.5. Guide its Executives regarding problems in

pending Activities6. Activity Transfer7. Managing Pending Activities among Executives8. Reading & Guiding Executives in their Daily Report

Comments on activities9. Controlling overdue Activities

Manager – Roles & Responsibilities

Home Page - Manager

Assignemt detail View

Create / edit/Recreation assignment page view

Update status to

“Work in Process’“ Refer to Manager”,“Done”

Manager Visit Report

Manager Name

Client NameCheck box for

selection

Check box for

selection

Manager comments of Executives

Clients remark section as per

visit and discussion

Activity creation / Edit form

ACTIVITY TRANSFER

Sr. Manager – Roles & Responsibilities

1. Attendance2. Daily Report3. QC of Done Assignment. 4. Guide its Manager regarding problems in

pending Assignments 5. Managing Pending Assignments among

managers 6. Assignment Transfer7. Reading & Guiding Managers in their Visit

Report Comments on assignments8. Create / Recreate Assignments

Home Page - Senior Manager

ASSIGNMENT TRANFER

Home Page- Customer Service

List of Clients

MAIN POINTS TO TAKE HOME…

Know your customer!

CRM can lead to greater customer service → greater profitability!!

Remember that it is not enough to be nice to your customer – you must learn from them.

Epilogue

This whole initiative is just our another step towards our Mission Statement;

“Our clients take Centre stage as we continuously re - evaluate the quality of the service that we provide. We seek to identify and address everyone of our clients’ requirement and also strive to fulfill the expectations of our clients in order to provide their full satisfaction”

We expect full co-operation & feedback from our Clients, Staff & associates.

Thank You