Customer management

• Manage Accounts and Contacts
• Auto Contact Creation through Website Integrated Forms (Contact Request, Call-Back Request, Feedback, Post Query, Download Request, CRM Live Chat, Newsletter subscription) and also through customer emails at department(s)
• Group and Product Views
• Latest Activities by contacts and users as well
• Tasks, Meetings, Followups, Tickets, Site Visits, Downloads, Groups & Products, Feedback, Comments, Calls, Compose email, All history sent emails
• Advanced Contacts search
• Time Zone Filters and Customer’s local time
• Import Contacts
• Export Contacts
• Custom Reports
• Compose Email

Help Desk

• Ticket Manager (Open, close, Reply, Mark SPAM, Un-Related, Archive, Followups)
• Auto-Followups
• Department Inbox
• Mail Folders
• Ticket Settings
• Ticket Departments
• Ticket Email Processing options, configurable for each and every department
• Leave a copy of message on server
• Send Auto-Reply to customers on Ticket Creation by customers
• Automatically Process New email from customer
• Comprehensive Ticket Searching
• Customizable Auto-Reply Message
• Blocked Emails [previously marked as SPAM]
• Ticket Rating [By customer]

CRM Live Chat

• Easy integration with website.
• Unlimited Operators
• Unlimited Customers
• Conferencing
• Multiple Chats
• Customizable Canned Replies, Canned URLs, Canned Push URLs
• Chat Smileys
• Referring URL
• Typing Notification
• Popup and sound alerts
• Chat Icon Customization
• Leave Message, in case no operator available for chat
• Email entire current Chat contents
• Search Chats
• Site Hits with Initiating URL and IP Address
• Chat Statistics with current Active Chats, Site Traffic and operators currently available for chat
• MSN Parser to import MSN chat in CRM, related to some specific customer
• Chat Departments
• Chat Daily Reports
• Customizable Chat welcome message

Task and Schedulers

• Task Manager:A complete Task lifecycle from Task creation to Completion including Task assigning, performing, forwarding, marking as completed, testing by the task creator/admin and finally marking as completed and archiving to fixed tasks section. 
• Meeting Manager: It manages the meetings of types either internal (between the members) or external related to some specific customer. A complete track of Scheduled, Un-Scheduled, Postponed and cancelled meetings. It facilitates the members to confirm the availability for any specific meeting.
• Reminders: Email reminders to start / activate on some specific time / day as described while creating. Reminders types are of only once, Daily, Weekly, Monthly, Yearly having options like No end date, End after some specified occurrences or End after some specific date.
• Announcements: Email announcements for CRM members / users related to any specific event etc.
• Task statistics with Graph representation
• Customizable Task Categories and Meeting Resources

Marketing Campaigns

• Newsletter Subscription
• Design Newsletter
• Manage Distribution Lists
• Import contacts to distribution list through Groups, Newsletter Subscribers or existing contacts
• Manage Email Campaign
• Un-Subscription Footer
  

Lead Management

• Manual Follow-ups
• Auto Follow-ups
• Follow-up Call-Back Requests
• Followup Download Requests
• Followup Contact Requests
• Calls History with Call Notes
• Auto-Responders on Tickets replied by Members

Operations Management

• Live Chat configuration
• Ticket configuration
• Departments configuration and settings
• Groups  Management
• Users Manager
• System Roles Management
• Mails statistics [spooled, sent, failed]
• Products Management
• Forms Preferences and Thanks page URL configuration
• Admin Email Settings [for out-going emails like Forgot password etc.]
• Mail Drafts / Email Templates / Newsletters
• Auto Responders and Followup Package settings

Each solution can be tweaked for individual customers. For details contact us.