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Slide 2 Consulting Services Application Development Technology Integration The Role of CRM in Customer Service Management Slide 3 Account & Contact Management Opportunity Management Pipeline Performance Management Customer Service Helpdesk Case Management Service Marketing Sales Devices Channels CRM Campaign Management Lead Management List & Segmentation Management The way your staff captures, shares and interprets customer intelligence is a strategic and competitive advantage Slide 4 Customers Chat/SMS Online Ordering IVR Social Network Channels CRM ERP Integrated SM Platform Data W.house BI & Reporting Applications Consistent service levels regardless of communication channel Finance Mktg Service Agent Functions Sales Slide 5 Define business processes Obtain executive support Train users Slide 6 Customer support intensive Low volume interactions Slide 7 6 Remote service and technical support Customer Challenge: OSF Solution: Customer Results: Import, manage customer data to improve delivery, management of support activities Desktop agent monitors health of PCs Customize, integrate Netsuite Triggered workflows send time- sensitive info to appropriate service agent Rapid, transparent and quality customer support service Reduced agent workload by 10% Market recognition for quality support services Slide 8 7 Online backup services Customer Challenge: OSF Solution: Customer Results: Faster, better quality customer support services Improved activity management Developed Azure-based application as communication process gate keeper Customized Netsuite Developed Facebook-dedicated app Integrated with service management Rapid, transparent and quality customer support service More efficient internal reporting process Expanded prospect pool via Facebook Slide 9 Develop mature application to support several million test takers 100+ technical, clerical, business, math, language subjects Add leads automatically to SFDC User interface, application interface, functionality upgrade, multi-language Salesforce CRM implementation Rackspace application migration Benchmark platform for corporate candidate screening market Increased market reach through multi-language support Client base of 300 corporations across 5 continents Employment screening software delivers online skills testing Customer Challenge: Customer Results: OSF Solution: 8 Slide 10 Improve agent productivity Better service customers Integrate social channels Increase upsell opportunities Reduce service costs Slide 11 Increase the lifetime value of your customers Visit our CRM microsite www.crmintegrator.com Request complimentary 1-hour consultation Request complimentary CRM for Dummies book