Application
Development
The Role of CRM in Customer
Service Management
Technology
Integration
Consulting
Services
The way your staff captures, shares and interprets customer
intelligence is a strategic and competitive advantage
Campaign
Management
Customer
Service
Helpdesk
Service
Case
Management
Marketing
List & Segmentation
Management
CRM
Sales
Channels
Lead
Management
Devices
Account & Contact
Management
Opportunity
Management
Pipeline Performance
Management
Consistent service levels regardless of communication channel
CRM
Customers
Chat/SMS
Sales
Online
Ordering
Finance
Integrated
SM Platform
IVR
Service
Agent
Data
W.house
Social
Network
Mktg
BI &
Reporting
Channels
Functions
Applications
ERP

Define business processes

Obtain executive support

Train users
Customer support
intensive
Low volume
interactions
Customer Challenge:
• Import, manage customer data to
improve delivery, management of
support activities
Remote service and technical support
OSF Solution:
Customer Results:
• Desktop agent monitors health of PCs
• Rapid, transparent and quality customer
support service
• Customize, integrate Netsuite
• Triggered workflows send timesensitive info to appropriate service
agent
• Reduced agent workload by 10%
• Market recognition for quality support
services
6
Customer Challenge:
• Faster, better quality customer
support services
• Improved activity management
Online backup services
OSF Solution:
Customer Results:
• Developed Azure-based application as
communication process gate keeper
• Rapid, transparent and quality customer
support service
• Customized Netsuite
• More efficient internal reporting process
• Developed Facebook-dedicated app
• Expanded prospect pool via Facebook
• Integrated with service management
7
Customer Challenge:
• Develop mature application to support
several million test takers
• 100+ technical, clerical, business,
math, language subjects
• Add leads automatically to SFDC
Employment screening software
delivers online skills testing
OSF Solution:
Customer Results:
• User interface, application interface,
functionality upgrade, multi-language
• Benchmark platform for corporate
candidate screening market
• Salesforce CRM implementation
• Increased market reach through
multi-language support
• Rackspace application migration
• Client base of 300 corporations
across 5 continents
8
Improve
agent
productivity
Better
service
customers
Integrate
social
channels
Increase
upsell
opportunities
Reduce
service
costs

Visit our CRM microsite
www.crmintegrator.com
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1-hour consultation
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for Dummies book
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