EPITOME CRM improves customer relationships by managing customer requests with automation and centralized administration
Pre-Packaged Functionality
EPITOME CRM has been designed to manage customer interaction utilizing rules engine, automated workflow and content management
- Multiple intake channels (Web, Fax, Email, Paper)
- Holistic, centralized view of customer request data, demographic data, events and historical information
- Rules driven workflow and workforce management
- Exception processing and handling
- Integrates with internal or BPO platforms
- Real-time dashboard, reporting and performance management (standard and customized)
- Rules and timers configured to meet SLA’s
- Performance and Service Level Agreements
Benefits
- Centralized administration of all customer requests
- Integration provides single view of customer data and eliminates the need to perform data entry in multiple systems
- Streamlined customer request handling
- Proactive management of workforce and work distribution
- Embedded rules in workflow process ensure timely work completion and SLA compliance