Improving an organization’s ability to acquire customers, to better serve and retain them, and maximize their lifetime value results in higher profitability and competitive advantage. But doing so while keeping support costs under control is a hefty challenge to companies today.
Intelenex now offers InteleService—an Accelerate Service Solution for Oracle CRM On Demand created especially for fast-growing businesses with limited resources. Our Accelerate solution substantially reduces the risk and complexity of more traditional, large-scale implementations.
Fully Integrated CRM Service and Support Solution
Uniquely combining a customer facing Self Service Portal and Knowledge Center with Oracle’s CRM On Demand, the InteleService Accelerate Solution addresses the pain points companies are experiencing across industries:
Increases Customer Loyalty/Experience
- Customers can proactively locate answers to issues, reducing the need to contact an agent.
- Customers have 24/7 visibility into their service requests
- Ping-pong history of customer/agent communications is easily accessible to
customers.
- Calls, e-mails, chats routed to the right agent to enable first call resolution
Increases Operational Efficiency
- Fully integrated with CRM On Demand for full visibility into customer account information.
- Agent no longer must use multiple applications on desktop which extends time to resolution, creates
data reentry
- InteleService Portal utilizes a single tool to respond to service requests via all channels regardless of how the SR is created; Email, Portal, or CRM
- Ability to offer multiple service channels
- Ability to deflect the customer's Service Request with a potentially appropriate knowledge base article
- Employs a single tool to respond to SR's via all channels.
- Utilizes a simple, comprehensive Message Response tool in On Demand
- Analytical information can be accessed to optimize service processes
Keys to Success
The Intele
Service Accelerate Solution for CRM On Demand utilizes our proven implementation methodology which provides deep project management, requirements gathering, system configuration, data migration, analytics development, system validation and end user training, along with post implementation administrative support.
Intelenex has a deep pool of talented and experienced resources available to manage your project and deliver a successful implementation. Our many reference-able customers offer testimony to the quality and timeliness of our work. As an Oracle Accelerate partner, Intelenex can ensure that our consultants remain at the forefront of Oracle technology and that our clients receive the highest level of technical expertise and professional consulting services available.
