Needs
Our client’s customer data were not consolidated nor streamlined. There were 3 contact points which led to customers reaching the wrong hotlines. Consequently, this resulted in mis-management of information and customer complaints.
Services Engaged
- Call Management
- Email Management
Solution
Tele-centre was able to integrate an end-to-end CRM system with client’s existing Application Programming Interface (APIs) on their Government provided machines. We also utilised our Interactive Voice Response System (IVRS) to transit our client into one public-facing hotline.
Outcome
This created a seamless process flow across different platforms. Information from customers contacting through email and phone are directed through the CRM system such as workflow, dashboard reports and audit trail log. This escalation process allowed client to view ongoing status of their customers and be able to rectify escalated cases.
Client is now able to focus on one main contact point. Customer data can now be consolidated, allowing them to better manage both internal and external stakeholders.
