About CRM
This system will capture the entire customer’s concern lifecycle from getting their voice or feedback, processing and addressing
their concerns and eventually, improving the systems and processes of PCIEERD. Through this system, it will ensure
that the addressing of customers concerns is systematic and shows real time information.
CRM stands for Customer Relationship Management
It is a strategy for managing all your company's relationships and interactions with your customers and potential customers.
CRM is not just for sales. Some of the biggest gains in productivity can come from moving beyond CRM as a sales and marketing tool and embedding it in your business – from HR to customer services and supply-chain management.
Below are some of the PCIEERD's CRMIS incidents:
- Inquiry - A question or request for information about someone or something.
- Complaint - A statement that a situation is unsatisfactory or unacceptable.
- Feedback - Information about reactions to a product, a person's performance of a task, etc., used as a basis for improvement.
Features
Audit Logs
Provide documentary evidence of the sequence of activities that have affected at any time a specific operation, procedure, or event
Incident Escalation
Escalation of Inquiries or Complaints to notify the proper division / person to handle the incident
System Administration
Add/Edit/Remove users, roles and categories. Ability to assign customized roles for each users
Help Files and Glossary
System is provided with the help file for the detailed instruction on how to use the software and a glossary for better understanding of terms used on the entire application