PETER-SERVICE CMS contact management system

 

Purpose

PETER-SERVICE CMS (Contact Management System) is a software solution supporting the automation of the customer service processes in telecommunication companies.

Brief description

PETER-SERVICE CMS provides the full cycle of functions dealing with registering and processing of subscribers' requests (applications, complaints, consultations, etc.). The system allows to record incidents of interaction with subscribers by all channels of communication including visits, phone calls, SMS, fax, internet, mail, etc., and managing the workflow of client's requests processing.

Functionality

  • tracking all the contacts with customers through all the channels available;
  • controlling the state of every request received from the company's client;
  • storing all the information on contacts with every customers and his/her requests in a consolidated database with the necessary details;
  • querying contact information by various criteria for monitoring customer service processes and analyzing customer relations.

Advantages

  • Supports the CRM strategy: the system provides an option to personalize customer service.
  • Integration: the system is integrated with the PETER-SERVICE BIS billing information system.
  • Visually demonstrable: all the contact information for every customer can be viewed in a consolidated form. There is an option to query contact information by various criteria, visualize it, export to exterior files and print for different reports and analyses.
  • Adaptability: the flexible contact management settings allow of assigning each type of communication individual parameters and granularity taking into account the specific business processes of the company.
  • Ergonomic: the system has a user friendly interface allowing of analyzing and managing contact information with a maximal efficiency and minimal number of manipulations and providing high speed of user operations.
  • Fault tolerance: the system can operate without failure 24 hours a day 7 days a week.
  • High performance rate: hundreds of users can work simultaneously. The system can store hundreds of millions of entries on queries.