kVASy-Customer Relationship Management

kVASy - Customer Relationship Management (CRM) provides the user with a tool to optimally organise and manage all customer related data from the initial customer contact to customer acquisition all the way through to billing processes and regular customer calls. The module provides a comprehensive overview of all aspects of the customer profile, which in turn, through the integrated Call-Center function, enables optimal communication with clients and potential clients. Through the integration of the Process Builder, the business processes can individually be adapted. Another notable feature is that the user has the ability to expand the existing data structures to meet all of his needs. All existing data can be optimally used to better manage campaigns and increase the efficiency of schedule control of a company’s business processes.

Management of client and potential client profiles

Based on the comprehensive recording and management of all client related information, kVASy - CRM enables the complete portrayal of all processes throughout the entire spectrum of the client life cycle. As a result of the integration of kVASy - CRM with the existing kVASy - environment and connection of all communication channels to this module, kVASy - CRM can be used as the principle front-end application. Due to its high degree of flexibility and scalability, kVASy - CRM can be adapted to meet nearly all needs even under changing conditions, so that it remains able to meet the current market requirements at all times.

Planning and control of activities

With an extensive client-specific contact history combined with a document management and archiving system, every employee is able to competently and efficiently react to customer requests.

Call-Center function

In order to react quickly to customer requests, not only the information on the client is stored, but also information on the product and its development. Based on the product data, employees are then able to quickly generate reports or offers which take into account all the needs of the client. The FAQ/Guidelines function provides professional support for competent customer consultation by organising information regarding frequently asked questions and chains of reasoning for sound argumentation. A CTI interface completes the customer orientated work in a Call-Center.

Campaign management

Campaign management offers additional functions for customer service. Making use of the entire data stock of kVASy, individual profiles for any clientele can be generated. Based on these profiles, targeted activities can be carried out with a high degree of efficiency. Furthermore, campaign management enables the timely recording of incoming customer feedback by means of freely definable answer forms. The statistical analysis of campaigns is, naturally, an additional feature of this module.