Service centers

One of the most important aspects of the service center’s work is the fast processing of requests, which requires increased attention from employees. Not to get confused and not to forget about anyone is the first priority. Clients come in an endless stream with various questions: they bring broken equipment, complain, make suggestions and demand attention.

The CRM system can become an excellent assistant in interaction with clients of the service center. Integrate it with various means of communication and social networks and ensure fast responses. Solve problematic situations by automating the process of accepting requests, their registration and redirection. This will help build a multi-level request processing system. When someone receives and distributes, another one fulfills, and someone else checks the fulfillment and communicates with clients about feedback.

The system helps to record the history of all interactions with clients, which in turn helps to apply a more personalized approach as well as communicate with them more effectively. And what is important, Uspacy complies with the general data protection regulation (GDPR). Therefore, clients of the service center may not worry about the guarantees of preservation and inviolability of the provided information.

Organize your contact database to work even more efficiently with clients and provide the highest quality services. Thanks to CRM, all client data will be collected in a single digital space and will be available to those employees who have permission to view it.

The system will store information about each client and the completed orders. It will record the history of interaction with service employees, their messages and phone conversations, and will also display important comments about working with each client: the essence of their request, the reasons for equipment failure, and other nuances. This will help the employees who process the request to instantly find the necessary information, check the status of the order and be aware of the needs and requirements of the clients.

Chats help to improve communication in the team and avoid misunderstandings in the work of the service center. You can create personal chats to communicate with colleagues as well as group chats to discuss work on specific tasks. For example, in the case when a team is working on the implementation of a new service, they can offer ideas and just discuss the stages of the work process.

Chats help the employees of the service center to quickly get help from more experienced colleagues or consult about certain issues and work methods. This ensures effective real-time communication and promotes coherence.

Automation of documents in the work of the service center is as significant as the organization of work processes. It is important that employees devote as much time as possible to communication with clients and to the performance of their direct duties, and the masters are not distracted from work to fill out papers. It is usually a bunch of documents of various types: client application forms, acts of acceptance and performance of works, invoices, as well as technical documentation.

The system helps to collect all company documents in one place. They are all stored electronically and available at any time to employees who have access to them. Such control over documents helps to minimize the influence of the human factor and reduce the number of mistakes that appear when processing documents manually.

The CRM system allows to collect and process a huge amount of data about clients, their preferences and behavior. You can track the reasons and frequency of requests to understand which services are most in demand and which are least popular. This information will be useful when planning marketing strategies and advertising campaigns. It will help to select individual solutions for individual clients and also to develop new, more profitable and personalized offers aimed at increasing the interest of new clients as well as the loyalty of current ones. Analytics data also helps track the overall level of client satisfaction and understand where your service needs to be improved.