Overview
The CRM system we deployed for a large private bank in Vietnam provides comprehensive customer relationship management capabilities and significantly enhances the efficiency of the bank’s telesales team. Integrated with the Cisco Contact Center platform, this CRM system manages and coordinates the activities of over 600 agents, ensuring seamless handling of customer information and tracking of interaction history. The campaign management feature enables the creation of detailed sales scripts and automates outbound calling processes, ensuring optimal call distribution and maximizing agent productivity.
When a customer agrees to a product or service, the system automatically transfers the case to field staff for an in-person meeting. Field agents can utilize the mobile application to capture document images, contracts, and upload them directly to the CRM system, ensuring fast and accurate document processing. The contract management progress-tracking feature allows users to monitor the status of each transaction, receive automatic alerts when intervention is required, and prevent any information gaps. With the support of this CRM system, the bank has significantly improved the performance of its telesales team, automated contract management processes, and increased overall customer satisfaction levels.
Key Features:
- User Management, Authorization, and LDAP Synchronization: Manage user roles and permissions, with LDAP integration to ensure centralized and secure system-wide user management.
- Agent Status Management: Monitor and track the working status of agents (online, busy, or offline) to optimize task distribution and resource allocation.
- Project and Campaign Management: Create and manage sales projects and campaigns with detailed scripts, track progress, and evaluate performance in real-time.
- Product Management: Maintain a comprehensive product and service catalog, providing detailed information to support agents in sales and customer service.
- Sales Script Management: Establish and manage standardized sales scripts for agents, automating customer interactions and ensuring consistent communication quality.
- Transaction Management: Store and track all customer transactions and contracts, supporting swift and transparent information processing and management.
- Payroll Management: Calculate and track salaries and bonuses for agents based on the number of transactions and sales results, ensuring accuracy and transparency.
- Customer Management: Manage detailed customer profiles and transaction history to support service personalization and improve customer experience.
- Call Management: Record, monitor, and analyze call history between customers and agents, optimizing customer care processes.
- Reporting: Generate detailed reports on performance, sales results, and campaign progress, supporting strategic decision-making.
- Cisco Contact Center Integration: Seamlessly integrate with CRM for automated call management, enhancing agent efficiency and interaction quality.
- Mobile App for Field Agents: Support field staff in meeting customers, capturing documents, and uploading them directly to the CRM system on-site, enabling quick and accurate information updates and document processing.
