BPO CRM

One of the prosperous industries today is the BPO industry. Numerous people continue to prosper due to the job opportunities BPO provides, and not many know the large contribution CRM systems have in the BPO industry. In the area of outsourcing -- where work is distributed to different locations and countries -- working conditions, cultures and surroundings will differ from one company branch to another. Implementing a CRM system to a BPO system brings all the company’s offices together, uniting them with an organized workflow, tightening synergies, and strengthening the work relationship.

Devtac understands the requirements of BPO and Outsourcing companies and as such has designed a CRM meant specifically for the BPO industry. Our BPO CRM is designed to achieve cost reductions and enterprise-wide improvements.

There are several reasons why it would be a good idea to implement a CRM System into a BPO System, aside from reducing costs in labour and operations: you can provide constant and smooth customer service, giving your customers the attention they need.


Features and Benefits

Central Database

Central Database

Clients’ information is stored securely and is available in one central database. A central database is collection of data from your existing databases combined into one which can be shared throughout the organization, giving your agents immediate access to customer-relevant data and history. This will improve response time and decision-making towards customer requests, leading to a competitive advantage. Having a central database makes the data more secure and organized, and easier to be analysed.

  • Easily view, edit and organize data in one place
  • No more duplicate data
  • No more bad and out-of-date data
  • No more bad and out-of-date data
  • Maintain and update data
  • Better data distribution among work teams
  • Easy to scrub and validate customer information.
  • Centralize all knowledge and information.
  • Multi-dimensional view of customer data for faster decision making.
Knowledge Base

Knowledge Base

The call centre is like the front lines of an organization when dealing with customers. It is absolutely critical during this stage to give customers a positive experience, and hence make a convincing impression.

In order for companies to give customers fast and reliable services, the front liners need to be equipped with a strong and reliable Customer Relationship Management system. This will improve agent productivity and customer satisfaction. A CRM system enables your agents to have quick and easy access to vital information about company information and its products and services, so that they can give your customers an experience they can’t find anywhere else.

  • Reduce hold times
  • Improve first-call resolution rates
  • Deliver precise and accurate answers
  • Easy and Efficient Content Creation
  • Achieve key performance metrics

Versatile and Flexible

Versatile and Flexible

Whether your business has a unique set of processes and rules, or a specialized way of doing things because of its diverse employees and customers, a flexible CRM system is a vital key for you to avoid failure in your implementation and practices. Business organizations today are under a lot of pressure because of the environmental changes in and around the business world, so your business needs to adapt to the constant changes of the customer’s needs and demands and at the same time, compete with the increasing amount of competitors in the market. Our CRM systems can effectively help an organization respond and adapt to the changes around it, increasing its performance and customer satisfaction.

  • Easy to use
  • User-friendly interface
  • Configure your CRM implement changes within minutes
  • Integrate with any workforce management software with API
Social CRM

Social CRM

Keeping an eye on your interactions with your customers is crucial for success in customer satisfaction and retention. Social media can be the best way to listen in on customer conversations and feedback. Social CRM allows you to monitor your company’s online reputation by managing your social media accounts within the environment of your CRM. Be in the loop of what your customers and prospects are saying about your brand online. Use the information effectively by adapting your business processes to their demands, thus creating a customer experience they will like and tell others about!

  • Build your brand across different social media platforms
  • Enhance brand recognition
  • React swiftly to customer comments
  • Manage marketing campaigns across different social media platforms
  • Monitor online behavior
  • Gain suitable customer insight

Insightful, Automated Reporting

Insightful, Automated Reporting

Your business should keep a close eye on all operations and campaigns in order to know which are successful and to know which are unprofitable. Regular monitoring and reporting of company operations helps you stay on the planned financial path and also helps employees stay on track, increasing productivity and time management. Our CRM solution comes with an out-of-the-box reporting solution to help you track and meet all of your call centre requirements.

  • Monitor agent productivity
  • Track Key Performance Indicators
  • Unified and in-depth reporting
Affordable

Affordable

If you are a large organization, medium-sized business or start-up, you won’t need a big budget to work with our made-to-measure CRM solutions, designed to meet the unique needs a company may have. With one CRM, you can cover all aspects of operations, from customer service to technical support to sales. Our BPO CRM can also enhance agent productivity, efficiency, and overall performance, resulting in lower operational costs.


Affordable

Case Management

Organize all trouble tickets and escalations with the built-in Case Management module of Sugar. The case management module can be personalized to comprehend all the information about the issue or complaints your customer may have. Whenever a new record is made in the system, it is automatically numbered and time-stamped, so that it can be tracked as to how much time was taken to close the case. The whole cycle of the case or complaint is managed. The system automatically assigns cases depending on each person’s related skill and availability. Customer Support is all about what happens from the minute a customer has complained about his or her case until it is resolved by the customer support team.

  • Faster response time
  • Increase customer satisfaction and customer loyalty
  • A well-organized ticket system
  • More knowledgeable answers to complaints and questions
Advanced Contact Center Solutionrdable

Advanced Contact Center Solution

So what is a call centre without a telephony solution? Our point exactly! Devtac has partnered with the leading provider of contact centre solutions, Asterisk, to provide your company with a totally hassle-free dialler. And what’s great about this is that Asterisk can easily be integrated with Sugar, so you can be up and running within minutes.

  • Give clients a world-class service
  • Address tickets faster
  • Increase daily efficiency
  • Improve customer facing environment

BPO CRM

One of the prosperous industries today is the BPO industry. Numerous people continue to prosper due to the job opportunities BPO provides, and not many know the large contribution CRM systems have in the BPO industry. In the area of outsourcing -- where work is distributed to different locations and countries -- working conditions, cultures and surroundings will differ from one company branch to another. Implementing a CRM system to a BPO system brings all the company’s offices together, uniting them with an organized workflow, tightening synergies, and strengthening the work relationship.

Devtac understands the requirements of BPO and Outsourcing companies and as such has designed a CRM meant specifically for the BPO industry. Our BPO CRM is designed to achieve cost reductions and enterprise-wide improvements.

There are several reasons why it would be a good idea to implement a CRM System into a BPO System, aside from reducing costs in labour and operations: you can provide constant and smooth customer service, giving your customers the attention they need.


Features and Benefits

Central Database

Central Database

Clients’ information is stored securely and is available in one central database. A central database is collection of data from your existing databases combined into one which can be shared throughout the organization, giving your agents immediate access to customer-relevant data and history. This will improve response time and decision-making towards customer requests, leading to a competitive advantage. Having a central database makes the data more secure and organized, and easier to be analysed.

  • Easily view, edit and organize data in one place
  • No more duplicate data
  • No more bad and out-of-date data
  • No more bad and out-of-date data
  • Maintain and update data
  • Better data distribution among work teams
  • Easy to scrub and validate customer information.
  • Centralize all knowledge and information.
  • Multi-dimensional view of customer data for faster decision making.
Knowledge Base

Knowledge Base

The call centre is like the front lines of an organization when dealing with customers. It is absolutely critical during this stage to give customers a positive experience, and hence make a convincing impression.

In order for companies to give customers fast and reliable services, the front liners need to be equipped with a strong and reliable Customer Relationship Management system. This will improve agent productivity and customer satisfaction. A CRM system enables your agents to have quick and easy access to vital information about company information and its products and services, so that they can give your customers an experience they can’t find anywhere else.

  • Reduce hold times
  • Improve first-call resolution rates
  • Deliver precise and accurate answers
  • Easy and Efficient Content Creation
  • Achieve key performance metrics

Versatile and Flexible

Versatile and Flexible

Whether your business has a unique set of processes and rules, or a specialized way of doing things because of its diverse employees and customers, a flexible CRM system is a vital key for you to avoid failure in your implementation and practices. Business organizations today are under a lot of pressure because of the environmental changes in and around the business world, so your business needs to adapt to the constant changes of the customer’s needs and demands and at the same time, compete with the increasing amount of competitors in the market. Our CRM systems can effectively help an organization respond and adapt to the changes around it, increasing its performance and customer satisfaction.

  • Easy to use
  • User-friendly interface
  • Configure your CRM implement changes within minutes
  • Integrate with any workforce management software with API
Social CRM

Social CRM

Keeping an eye on your interactions with your customers is crucial for success in customer satisfaction and retention. Social media can be the best way to listen in on customer conversations and feedback. Social CRM allows you to monitor your company’s online reputation by managing your social media accounts within the environment of your CRM. Be in the loop of what your customers and prospects are saying about your brand online. Use the information effectively by adapting your business processes to their demands, thus creating a customer experience they will like and tell others about!

  • Build your brand across different social media platforms
  • Enhance brand recognition
  • React swiftly to customer comments
  • Manage marketing campaigns across different social media platforms
  • Monitor online behavior
  • Gain suitable customer insight

Insightful, Automated Reporting

Insightful, Automated Reporting

Your business should keep a close eye on all operations and campaigns in order to know which are successful and to know which are unprofitable. Regular monitoring and reporting of company operations helps you stay on the planned financial path and also helps employees stay on track, increasing productivity and time management. Our CRM solution comes with an out-of-the-box reporting solution to help you track and meet all of your call centre requirements.

  • Monitor agent productivity
  • Track Key Performance Indicators
  • Unified and in-depth reporting
Affordable

Affordable

If you are a large organization, medium-sized business or start-up, you won’t need a big budget to work with our made-to-measure CRM solutions, designed to meet the unique needs a company may have. With one CRM, you can cover all aspects of operations, from customer service to technical support to sales. Our BPO CRM can also enhance agent productivity, efficiency, and overall performance, resulting in lower operational costs.


Affordable

Case Management

Organize all trouble tickets and escalations with the built-in Case Management module of Sugar. The case management module can be personalized to comprehend all the information about the issue or complaints your customer may have. Whenever a new record is made in the system, it is automatically numbered and time-stamped, so that it can be tracked as to how much time was taken to close the case. The whole cycle of the case or complaint is managed. The system automatically assigns cases depending on each person’s related skill and availability. Customer Support is all about what happens from the minute a customer has complained about his or her case until it is resolved by the customer support team.

  • Faster response time
  • Increase customer satisfaction and customer loyalty
  • A well-organized ticket system
  • More knowledgeable answers to complaints and questions
Advanced Contact Center Solutionrdable

Advanced Contact Center Solution

So what is a call centre without a telephony solution? Our point exactly! Devtac has partnered with the leading provider of contact centre solutions, Asterisk, to provide your company with a totally hassle-free dialler. And what’s great about this is that Asterisk can easily be integrated with Sugar, so you can be up and running within minutes.

  • Give clients a world-class service
  • Address tickets faster
  • Increase daily efficiency
  • Improve customer facing environment