Enabling Business, Empowering Consumers

CRM
CUSTOMER
RELATIONSHIP
MANAGEMENT (CRM)
SYSTEM

Series of 2013
 Enabling Business,
Empowering Consumers

CRM FEATURES

◊ Provides client information & query/complaint history

◊ Provides chronology of actions taken for each client
◊ Forwards complaints to proper office
◊ Alerts supervisors on pending and unresolved cases
◊ Shows status of case (i.e. Open, Mediation, Resolved)
◊ Ages complaints to ensure these are addressed within turn-
around times set
◊ Generates reports
 Enabling Business,
Empowering Consumers

CRM CHANNELS
• Calls
• Voice Mail
• SMS
• Walk In
• Fax
• KATBP
• Quad Media
• Snail Mail
WAYS TO REACH DTI:
What CRM Can Capture • Email
 Enabling Business,
CRM PROCESS FLOW & TAT Empowering Consumers

Call Center/PAD

Receives/ Endorse to Receives

Retrieves Feedback
Creates BTRCP or Follow
RO/PO Ticket to Client
Ticket Up

BTRCP

Receives Endorse
Feedback
to non- Feedback
Creates DTI
from
to Client
Resolution Archive
Ticket agency
agency

0d 1d 7d 30d 30d >30d

ROs/POs
Receives Endorse
Mediation or
Creates to DTI Resolution Archive
Arbitration
Ticket office

0wd 3wd within 20wd within 20wd >20wd

 Enabling Business,

CRM MODULES Empowering Consumers

CLIENT

Query Complaint

Respondent
Follow Ups

Action
Documents

REPORTS
 Enabling Business,
Empowering Consumers

CRM USERS’ ROLE

• Agent / Frontline Staff
Creates/edits cases
• Supervisor
Views/edits cases (as
necessary)
Performance monitoring
Reports generation
• Administrator
Performance monitoring
Reports Generation
Maintenance
• Management
Views cases
Reports generation
 Enabling Business,
Empowering Consumers

CRM SYSTEM
WALKTHROUGH
 Enabling Business,

CLIENT MODULE Empowering Consumers

 Enabling Business,

RESPONDENT MODULE Empowering Consumers

 Enabling Business,

QUERY MODULE Empowering Consumers

 Enabling Business,

COMPLAINT MODULE Empowering Consumers

 Enabling Business,

FOLLOW-UP MODULE Empowering Consumers

 Enabling Business,

ACTION MODULE Empowering Consumers

 Enabling Business,

REPORT FILTERS Empowering Consumers

 Enabling Business,

SAMPLE REPORT #1 Empowering Consumers

 Enabling Business,

SAMPLE REPORT #2 Empowering Consumers

 Enabling Business,

SAMPLE REPORT #3 Empowering Consumers

 Enabling Business,

SAMPLE REPORT #4 Empowering Consumers

 Enabling Business,

SAMPLE REPORT #5 Empowering Consumers

 Enabling Business,

SAMPLE REPORT #6 Empowering Consumers

Enabling Business,
Empowering Consumers