CRM++ Self Service Platform for Oracle Cloud Solution

67%

customers prefer self

service

91% purchase

decisions are based on customer service

excellence

Empower your customers

users in sales, marketing, service & support organizations

3500+

with Self Service Platform

CRM++ Self Service Portal© Copyright 2014 CRMIT. All rights reserved.

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• Empower end customers with unprecedented control over their purchase decisions, service request resolution, solutions and other value added information.

• Enable service request agents to respond to customers using native Oracle® Fusion CRM tools thus lowering service request resolution time

• Provide customized content and create a true one-to-one marketing platform for targeted prospects /customers

• Enables effective sharing of appropriate information from the knowledgebase by chat agents

• Provide intelligent customer engagement to improve visitor satisfaction and maximize sales

CRM++ Self Service Platform Benefits

Support for


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• Knowledge Management• Self-service Incident Logging• Live Chat for Real Time Collaboration • 360° view of Customers• Integrate chat conversations within the CRM

system• Track Service Level Agreements (SLA)• Social Engagement• Social Sign-in• Discussion Forums• Google Maps

CRM++ Self Service Platform Features

Support for


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CRM++ Self Service Portal PreviewService request


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CRM++Self Service Portal PreviewCreating service request


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CRM ++ Applications

Oracle ® CRM On Demand / Oracle ® Sales Cloud

Framework

Email Workbench

Social CRMComputerTelephonyIntegration

Quote Management

MobileCRM

Enabling rapid deployment and enhanced customer experience

3500+ users in sales, marketing, service & support organizations

Oracle® Cloud Private Cloud @Customer


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Case Study #1Tech Distribution Company initiates seamless experience across channels, with self-service platform for tech savvy consumers

COMPANY OVERVIEWThe company is a leading distributor of telecom products and services, mobile broadband and home phone. By combining telco with IT the company plans to deliver more productive solutions for the customer.

CHALLENGES•To provide Tech- Savvy customers solutions that would solve their problems

easily •To lower service request resolution time by allowing agents to reply via the

native Oracle® CRM On Demand interface•Improve customer experience by providing better service via an exhaustive

knowledgebase management and quicker service request resolution

SOLUTION•The solution integrated Oracle® CRM On Demand to enables tracking,

managing and resolving service requests within the service level agreement (SLA)•Enabled agent to respond to requests from the Oracle® CRM On Demand

interface•Ability to link the prospect and customer emails with the CRM data for a 360°

view of the customer interaction

BENEFITS•Empower end customers with unprecedented control over their purchase

decisions, service request resolution, solutions and other value added information

•Enable service request agents to respond to customers using native Oracle® Fusion CRM tools thus lowering service request resolution time

•Provide customized content and create a true one-to-one marketing platform for

targeted prospects /customers

IndustryWholesale Distribution High Technology

Products & ServicesOracle® CRM On DemandCRM++ Self Service Portal

Implementation PartnerCRMIT Solutionswww.crmit.com


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Case Study #2Business Services Group improves Customer Experience with Self Service Platform

COMPANY OVERVIEWOne of the leading national business services groups in United Kingdom, sought to improve their customer service processes. Their services include helping businesses to be more competitive, productive and efficient

CHALLENGES•Track, manage and resolve service requests via the inbound calls within the

CRM

framework•Minimize inbound calls and enable customers with online knowledge based

web

portal•Leverage the existing CRM framework capability to integrate knowledge based

web portal•Cost effective solution to improve customer experience

SOLUTION•Enabled customers to login via social login or create their own account for the

system to raise request for service•The solution integrated Oracle® CRM On Demand to enables tracking, •managing and resolving service requests within the service level agreement

(SLA)•Improved search tools that enabled users to find get answers from the

exhaustive Knowledgebase.

BENEFITS•Empower end customers with unprecedented control over their purchase

decisions, service request resolution, solutions and other value added information•Enable service request agents to respond to customers using native Oracle®

Fusion CRM tools thus lowering service request resolution time•Provide customized content and create a true one-to-one marketing platform

for targeted prospects /customers

IndustryProfessional Services




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Case Study #3London School of Business & Management boosts Student Experience by enabling self-service platform with Cloud CRM

COMPANY OVERVIEWThe London School of Business and Management (LSBM) is a business school specialised in business and management. LSBM offers accredited higher education programmes in Business and Information Technology (IT). LSBM also offers a range of support, information and advice services to enable students to gain optimal value and enjoyment from their time spent at LSBM.

CHALLENGES•Student prospecting and student management needed to be handled in a

more efficient manner

•To track and manage prospects in a more systematic and organized manner•To lower service request resolution time by allowing administration staff to

reply via the native Oracle® CRM On Demand interface

•Improve Student experience by providing better service via an exhaustive knowledgebase management and quicker service request resolution

SOLUTION•The solution integrated Oracle® CRM On Demand to enables tracking, •managing and resolving service requests •Enabled staff to respond to requests from the Oracle® CRM On Demand

interface•Improved search tools that enabled users to find get answers from the

exhaustive Knowledgebase.

•Ability to link the student data with the CRM data for a 360° view of the customer

interaction

BENEFITS•System for Student Management with visibility controls, thereby improving

data integrity

•Enable staff to respond to customers using native Oracle® Fusion CRM tools thus lowering service request resolution time

•Empower administration staff with analytics to accomplish their tasks better

IndustryEducation and Research




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Why customers chose CRMIT

End to end expertise on Oracle Customer Experience solutions. Participate in evangelization, roadmaps, product feedback, issues identification & Integration specialization.

013

ISO 270001 REGISTERED

200,000+ users

250+ customers

22+ countries

3000+ app users

23,000+ hrs training

10 yearsCloud CRM

1000+ man-years of deployment

CX Enablement's

Self ServicePlatform

Social Channels

Email Integration

TelephonyIntegration

MobileIntegration

Education & ResearchFinancial Services

Oracle Validated IntegrationComputer Telephony

SpecializationsLargest Cloud

CRM Deployment3 apps on Oracle

Market Place

Accreditations

Solutions

Configure Price Quote

Marketing Cloud

Sales Cloud

Service Cloud

Social Cloud


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Industry Experience

Financial Services

IndustrialManufacturing

Travel &Transportation

Insurance

Education & Research

Engineering &Construction

Public Sector

HealthcareConsumer Goods

High Technology

Retail

Life Science


www.crmit.com +91 (80) 4292 5555

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