We are a manufacturing and trading company for medical aids and are looking for a CRM system for our call center to expand our system landscape.
The software should meet the following requirements:
- Unified desktop functionality for data entry or reading data from the screen in legacy systems without API
- Recommendation machine to actively provide customers with suitable product suggestions (cross-selling or upselling)
- Connection option for email system and telecommunications system for automatic customer recognition
- Option to enrich existing product data with images, for example
- Connection to shipment tracking for different shipping service providers
- Pop-up function for storing campaigns or customer-specific offers and messages (e.g., product of the month, customer birthday, etc.)
- Comprehensive and analyzable customer contact history and creation of statistics
- Configurable tool for complaint and contact management + corresponding statistics modules
- Integration of forms with the option of sending them to relevant recipients (e.g., product complaint -> merchandise management/purchasing)
- Control of the PBX system for automatic dialing of the customer from the account screen with a mouse click
- Forwarding of customer processes from, for example, first level to second level attached to email system/PBX system with the option of passing on brief information to colleagues
- Integrated document display Escalation function with prioritized routing of these processes to an escalation team
- Option of fax and email function from the customer account with archiving of communication
- Option of AI integration, e.g., for automating document or email processing
- Option of integrating external communication systems such as email, chat, or browser-based communication and archiving this data in the system
- Option to measure employee performance with aggregation options on an employee, team, and project basis
- Option to measure contact duration per customer and process (e.g., an item complaint takes 180 seconds from opening the customer account to closing it)
- Extensive help function for processes and products. (Configurable by trainers, for example)
- Configurable logic check of entries
- Option of MUST / SHOULD / CAN entries
- Option of color-coded formatting of individual fields or highlighting them
The software is required for approx. 120 concurrent users or approx. 200 named users.