our solutions

Omni channel support with customer 360°

overview

What Is Customer Support Automation?

The ultimate goal of customer service and support is to quickly and effectively help customers retain their business. A comprehensive CRM software doesn’t just help in optimizing sales and marketing functions but it also includes Support CRM that helps you boost customer service operations. Support CRM helps you nurture important customer relationships.

CRM industry experience

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CRM industry experience
Certified domain experts

0+

Certified domain experts
Successful CRM implementations

0+

Successful CRM implementations
Global delivery capability

0countries

Global delivery capability
Always ready Service desk

024/7

Always ready Service desk

Our superior Support Automation CRM will help you succeed. Let’s get started

Solutions

Service Automation Module Includes

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    Multi-channel ticketing

    Automate ticket capture from traditional sources such as incoming emails, inbound calls, bulk tickets from 3rd party sources, websites etc. as well as, through social media listening.

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    24/7 Help Desk

    Run 24/7 help desk leveraging powerful BPM tool supporting automated routing, SLA matrix, escalation, notifications and other business process management features. Serve your customers on-time, every-time.

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    Support Analytics

    Get key metrics on case aging, agent productivity, customer rating, SLA violations, service dashboards and other customer support analytics.

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    Mobility, Portals & More

    Increase productivity through field service mobile app, complaint tracking, template builders, customer portal and other powerful customer support capabilities.

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    No Code Configurators

    Schedule ticketing workflows, define business rules, create reports & dashboards, build templates, capture customer feedback and much more through drag and drop interface.

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    Deploy Anywhere

    Deploy on-premise or on cloud of your choice – AWS, Azure, IBM Softlayer, Google Cloud etc. Scale to any level, integrate with anything, change your deployment option at any time.

Salient Features

Drive Support Automation Through

Customer 360 Degree View

SimpleCRM comes with default customer 3600 view comprising every important bit of information related to customer on a single panel e.g. customer profile, tickets raised with sentiments, products availed, past interactions and website navigation. This will reduce time-to-find information and have a meaningful conversation with the customer. Customer 3600 displays information in CRM from integrated cluster.  This 3600 is also capable of displaying suggestions and offers to users when integrated with AI based suggestions/offers engine.

What is the Goal of Customer Service?

The ultimate goal of customer service and support is to quickly and effectively help customers and retain their business. A comprehensive CRM software doesn’t just help in optimizing sales and marketing functions, but it also includes Support CRM that helps you boost customer service operations. Support CRM helps you nurture important customer relationships.

Multi Channel Ticket Creation

SimpleCRM helps in capturing Customer tickets through multiple channels. Not only does it automate ticket capture from traditional sources such as incoming emails, inbound calls, bulk tickets from 3rd party sources, websites etc., but it also enables automatic ticket creation through social listening, especially from Facebook and Twitter.

Rules Based Notifications & Escalations

Using advanced BPM tool define conditions and actions to automate the escalation alerts, if ticket remains idle in the same status for length of time. Prioritize tickets based on its level of importance and define escalation conditions and actions accordingly.
Set workflows to trigger emails notifications to multiple stakeholders for hassle-free operations. Create and maintain email templates for automatic email alerts & notifications.

Rules Based Ticket Assignment

Using advanced BPM tool we can define entire business process for managing tickets. Once tickets are captured, SimpleCRM’s BPM tool enables the administrator to set powerful workflows through simple on screen drag and drop to define the ticket assignment logic. For example, ticket assignment based on multiple fields like ticket type, subtype, demographics etc. It has a new ticket holding bucket feature where incoming tickets are put on hold for manual assignment process.

Automated Workflows

Create basic or advance workflows within SimpleCRM that can make an incredible difference to customer service. Workflows can help you to automatically interact with your customers like automated responses from ticket generation to closure. Set multiple conditions to be met with any combination of actions like triggering emails to stake holders, creating new records or modifying existing records etc. You can also set up escalation rules and also assignment rules for tickets generated via multiple channels.

Knowledge Base Categories & Articles

Knowledge Base module provides the ability to create, maintain, and publish articles. Knowledge Base articles can cover a variety of topics like case resolutions or frequently asked questions and can be for referenced. Once an article is created, you can view and edit information pertaining to the article via the detail view. Once customer raises a ticket, employees can search articles in KB to check if similar issue was addressed earlier and what was the resolution.

Document Management

Access and update company specific documents, each document record can be related to other SimpleCRM records such as accounts, cases, opportunities, and many others. Attach reference documents related to tickets and exchange information through notes and attachments with customer. Upload & categorize documents with keeping a record of the various versions created. These documents could be of any type like PDF, Word, Image etc.

Public & Private Notes

Create & send emails with public notes & attachments related to ticket for interacting with customers & track communication between the support rep and customer. You can also tag private notes for internal communications. Create notes to write about reminders, questions and anything you would write on a paper. Store information related to customers, which you may need later for internal purpose.  You can also attach supporting documents to a note. These notes & attachments are tracked and maintained for each tickets that the customer raises.

Reporting & Analytics

Analyze customer problems and how well your customer support team is solving these issues. Create reports to measure open tickets by time period, support representatives, priority etc.
With these analytics, take in depth view into customer satisfaction and enhance organizational performance.
SimpleCRM provides various key Support metrics & dashboards at your fingertips. There are 50+ out of box reports, including:
Tickets by Type, Tickets by Priority, Tickets by Status, Tickets by Users, Tickets by ticket Source, Calls By Users, Meetings by Users etc.

Support Portal

Provide customer self service portal to your customers so that they can submit and review issue status, bug reports.
Portal helps customers to create, view tickets and to communicate or exchange documents with support reps .
Benefits

Our Services Provide A Unique Range Of Benefits

  • Control IT costs

    You can scale your IT costs according to your requirements and only pay for what you need. Whether that be increasing or decreasing CRM users, or adopting phased implementation approach.

  • Trusted IT advisor

    Through regular account management meetings our experts will keep you updated on latest trends in CRM and AI/ML space and how that can impact your industry and your organization.

  • Economy Of Scale

    As your business grows, its support structure needs to grow, too. With our products and services you can scale your business up or down with nothing more than a simple discussion.

  • Increased efficiency

    You can trust us to completely manage the deployed solutions from underlying stack and up. You can choose our cloud offerings or we can help manage the applications on your infrastructure.

  • Small initial investment

    Our consultants are always ready to meet you, arrange product demonstrations customized to your needs for free or arrange for a well-customized pilot for a small fee.

Stop wasting time and money on technology. Let’s get started

We find SimpleCRM to be the best fit for us in terms of the comprehensive nature of the solution, proven speed of delivery, commitment and a highly experienced & responsive team.
Vindhya Wijegunawardane
Pricing and Plan

Monthly Subscription Fees. No Costly Surprises.

Sales Edition

Jump-start your sales
$12 /month
Billed annually
  • Features:
  • Field sales app
  • Responsive web-based CRM
  • Customers and contacts
  • Leads and opportunities
  • Follow-ups and reminders
  • Email configuration
  • Sales workflows
  • Reports and dashboards
  • Quotations and invoices
  • Document management
  • Comprehensive security controls
  • Standard support
  • Secure aWS cloud hosting

Professional Edition

Full-featured, comprehensive CRM
$18 /month
Billed annually
  • Features:
  • Sales edition +
  • Ticketing / Case Management
  • Comprehensive Digital Marketing
  • Custom Modules
  • Advanced / customized CRM analytics
  • Email & social media campaigns
  • Call-centre ready plugins
  • Basic workflows
  • Customizations & integrations

Enterprise Edition

Advanced CRM with an AI edge
$24 /month
Billed annually
  • Features:
  • Professional edition +
  • SMS & social media campaigns
  • Business process management (BPM) module
  • Sentiment analyser for tickets
  • Virtual agent / chatbot
  • Enterprise support