For Happy Customers

Kapture

Managing a company's interactions with current and future customers.

Using technology to organize, automate and synchronize sales, marketing, customer service, and technical support.

You already KYC,,.Time for crm

Good Brands Suffer Coz of Bad CRM

1. No common platform2. Delayed response3. Loosely managed data4. No integration of internal systems5. Lack of automation

How some brands fail to understand the importance of customer satisfaction, beyond the value of product or service

No common platformLack of a common platform to capture queries about services, product details, payment methods, other information, updating details, complaints, etc. fromvarious channels like:

• Website• Social media applications• E-mails• Call centres• SMS• Online Campaigns• Online Portals• Offline Marketing

1

Loosely Managed DataLimited resources to manage queries coming in through various channels

No means for classification and allocation of queries based on type of query raised

Maintaining records and history of conversations

Manual and local handling of data leading to mismanagement

No means to secure data over time

2

Delayed Response

Unsupportive systems to generate quick response

Lack of means to deliver automated responses

Increased time of query resolution

3

No integration of internal systems

Non compatible systems to classify, allocate or escalate queries

Separate systems for handling different CRM activities

Barrier to internal communication

4

Lack of Automation

Manual data entry leading to unwanted errors

No systems to generate automated response via email or SMS

No means to access real-time reports

5

Kapture Helps

Complete CRM and ERP solutions for all communication, query resolution and management activities.

Just as we make sure that every customer is delighted, always.

Feature:

Separate profiles can be created and updated with name and all kinds of contact information.

The customer will be tagged with the service that he has opted for and the team member who closed the deal.

You Can - Create Customer Profiles

Benefits:

Easy access to different kinds of customer information

Classification of customers to enhance the service provided

Never run out of space

You Can

Feature:

A peek into the recent conversations with the customer to update you before talking to them

View details including the profile, contact details, conversation history and more.

- Access a Unified Address Book

Benefits:

Keeps you updated, ahead of the customer

Saves conversational time

Enhances customer delight

You Can

Feature:

Individual customer log-ins to access personal details

Change of address and contact information operation can also be performed.

- Create Customer Logins

Benefits:

Reduces the back-end workload

Reduces customer’s efforts to update details

Enhances customer experience

You Can

Feature:

Analytics and statistics based on performance of individuals, teams and products/services

Daily, weekly monthly reports.

- Be Accountable

Benefits:

Track performance of almost anything

Numbers to back your strategic decisions

Access reports anytime, anywhere

You Can

Feature:

Address queries from various sources over a single platform

Follow the escalation matrix and push forward unattended/unsolved issues within a speculated period of time.

- Escalate issues

Benefits:

Zero ‘missed calls’from customers

Better response to queries or complaints

Better track record of satisfied customers

Inclusive of all

Queries for product/service information

Reviews and Feedback Promotional E-mails

and SMSes

plus

Easy integration withCall Centre Systems

No matter through which channel the query/complaint has been raised, be it via internet, phone or call centers,

all of them will be tabled and queued up for resolution based on priority or a round robin/ FIFO mechanism.

Once the query/ complaint is tabled they are classified based on the type/

product/ Area.

Once the query/ complaint is classified a unique ticket number is generated and a

ticket is raised.

This ticket is then assigned to the respective teams/ departments for resolution.

Based on the type of query and the estimated time for resolution an automated/ manual timeline can be set for the team member.

Incase the timelines are not met then the query can be escalated to the senior management.

Also tickets can be reassigned automatically to other team members incase of the one who is assigned the

ticket, is on leave.

This fastens the process of query resolution and the customers are always happy.

Once the query is resolved or is taking an unexpected duration to be resolved, automated responses can be sent

via Voice Calls/ SMSes/ Emails etc. with apt messages to keep the customers informed.

General queries can be resolved directly without raising a ticket by sending automated pre-set messages.

If the query is about wanting to opt for a new banking or investment service then the collections team can be assigned a task for further documentation process.

Status of each of these processes can also be maintained.

Customizable based on any kind of business models

Simple Interface with colour coding

Restricted access based on hierarchy

Minimized hardware costs

User friendly features

Seamless Integration

Comes with API to integrate with existing

systems that run on various platforms

Thank You