Single point of contact for the customer
Provide and track resolution through CRM
Responsible for Customer 24×7
Responsible for Internal escalations
No dependency on Individual contacts
A Step towards customer delight
Responsibility towards Customer
Take installation and commissioning requests
Take complaints related to products and services
Provide on-call resolutions, wherever feasible
Instant scheduling of engineer visit if site visit is required
Provide timelines of resolution and periodic updates
Provide RCA at the closure of the call
Tracking of activities for meeting SLA’s committed to the customers through CRM system
Internal escalations at appropriate time as per matrix
Facilitate Customer to speak to seniors if requested
Salient features of CRM at Fibcom
IT enabled process
Capture Customer requirements / queries
Quick internal escalations to business head in 24 hours
Capture ‘voice’ of the customer for long-term superior customer experience
Complete System based tracking
Customer gets a unique docket ID for the query/compliant.
Every docket ID has a standard SLA defined based on the nature of the query/compliant.
Customer can keep a track of his complaint and need not explain again and again to the support engineer.
Qualified support engineer will have a complete idea of the nature / status of the complaint while talking to the customer.
Single point of contact for any of complaint irrespective of nature/type. Internal escalations for serious issues keeping the interface same.