Customer Communication Features and Functions

• Effective management of inbound and outbound communications via various communication channels


• Tracking of open customer inquiries, and prioritize inquiries based on inquiry type, customer treatment, and inquiry date


• Closing of an open customer inquiry after the required information has been provided to the customer


• Route contacts to a relevant team based on the nature of the contact


• Scripting, in order to streamline and make consistent all external verbal communications


• Addition, definition, and configuration of new standard letters without the need of vendor support


• Allocation of the customer services team and DDI contact, as well as having a single point of contact for dedicated response to key customers


• Recording of the customer's preference for English or other language output


• Changing of the preference for English or other language at any time


• Production of all printed output and correspondence for the customer in the chosen language


• Mechanisms to automate messages to any media types (e-mail address, mobile number [for SMS contact] or any other media) corresponding to the customer hierarchies


• Generation of appropriate types of documentation (in a parameterized manner) upon committing a new prospect, or at the conversion of a prospect into a customer


• Ability for the customer to raise new orders for hardware, accessories, or services, and support various types of each, a feature that is be provided by, or linked to, an inventory system


• A set of standard letters, such as a welcome letter