CRM Software
ICX CRM empowers customer service team to manage customer requests, improve service level, and deliver satisfying results to the customers.
Case Management
Capture customer requests from email, call, web, mobile, and chat.
Case Management comes with SLA tracking, email notification and alert, work logging, and Case Management Dashboard.
Service Management
Service Order tracks service contractual with the customers, ensuring service tasks being performed and met by customer’s satisfactions.
Service agent can record everything including service checklist, photos and VDOs taken, to the service contract and use them as part of overall review with the customer.
Dashboard and Ad-Hoc Reports
Get real time dashboard and reports. Automate sending reports to your email on your scheduled time: daily, weekly, or monthly.
User can create own charts and reports.
Robust Workflow
Create your own workflow that can automate assignments and event notifications.
Your service team will not miss important moments in the customer journey, for example, new customer sign-up, customer task coming due, case overdue, contract renewal due, etc.
User Security Management
ICX CRM comes with comprehensive user security configuration features: Authentication, Role Security, Data Group Security, ensuring that users can only access the data that they are authorized for. All data access is secured by 128-bit encryption method.
ICX CRM runs from secured cloud infrastructure, powered by Amazon Web Services in Singapore.
ICX CRM for Service Management
Service Management Modules provide post-sales capabilities for service team to manage Service Package, Service Contract, or Field Installation.
✓ Ensure that customers will get the quality of services as promised.
✓ Manage service staff scheduling and track status.
✓ Can effectively communicate, escalate, and get feedback from the customers.
Solution Features:
Case Management
o Capture customer cases and dispatch cases to field service staff.
o Track and manage response time and due date accordingly to Service Level Agreement (SLA).
o Capture work log and Resolution.
E-Surveys
Survey captures customer’s feedback after service is delivered to customer.
o User-Defined Survey Template.
o Link surveys to Service Orders and Cases.
o Send survey links to customer via email. Customer can click links to complete the online survey.
Service Orders
o Create Service Order for Service Package, Service Contract, or Field Installation.
o Assign service tasks to staff and book on staff calendar.
o Manage and track service order status.
o Remind customer’s appointment via Email or SMS.
o Analyze workload and quality.
Product Warranties
o Register product warranty card information.
o Create Repair Order.
o Customer can scan QR code on the product to check warranty information and history of repair services.
Project Management
o Create projects, link projects to Customers, Partners, and Sales Quotations.
o Schedule project tasks, timeline, and staffing resources.
o View in Gantt.
