Customer Service – not a Cost but an Opportunity !!!

2. Impel Customer Relationship Management
(CRM) enables Organizations transform
Customer Support
Build Customer Satisfaction not your Business Costs
www.impelcrm.in

3. "We wanted a system that was easy-to-use,
quick to implement and at Indian prices.
With ImpelCRM, we got all that and more."
Alok Modi,
CEO, Modi Tyres Company Pvt. Ltd.

4. Supporting customers is a necessary part of doing
business in today’s world. Customer Relationship
Management has been given so much importance these
days than ever before and your CRM must put your
Customer at the center of your business.
Making CRM an integral part of your daily business
processes can reap ample number of benefits like
improving your sales, optimizing effectiveness of
marketing campaigns and resolving issues quickly.
Overall enabling you to enhance your business !!

5. Customer Support is an integrated part of Impel suite.
Impel’s Customer Support module empowers you to track
customer satisfaction at the most granular level possible by
allowing support executives to better manage their customer
service and support operations in many ways.
 The Customer Service Automation allows you to build and retain
customer satisfaction by resolving issues efficiently.
 Consistent access to up-to-date information across domains of
your organization.
 Continually improve Service Effectiveness across all customer
touch points with a contact center, manage agent activity and
resolve bottlenecks.

6. Impel CRM allows users to better manage their customer
service and support operations in many ways.
• Make your agents productive
Call Center and customers happier with the
Multichannel support module.
• Centrally store and manage
Knowledge important support information
Base to continually improve
Customer Service effectiveness .
Ticket • Support agents can record, track
access a 360-degree view of user
Management tickets to provide effective
Portal customer support.

7. Leverage productive Inbound Call Center with Impel’s
Customer Support Automation Module.
Server Cards
With the Inbound Call-Center Edition, day to day
POTS
800
PRI
GSM
operations becomes much more productive, since
Asterisk Server
POTS EPABX
Phones
the integrated call router automatically routes the
call to the free agent resulting in shortening the
VOIP Phone
mean time to answer. When the call is picked up,
Win/Lin PC with Headset
all relevant data regarding the called person pops
Users access Impel across the Internet.
up on the agents screen automatically.
A simple point-and-click interface, allows the CCE
Users use VOIP phones or software on their desktops to talk.
Incoming and outgoing calls terminate at the local Asterisk Server.
Asterisk Server can be configured to forward calls on specific extns., etc. to PBX.
Server has special hardware (cards) to integrate with POTS, PRI and GSM networks.
to record the results of the call quickly and
efficiently resulting in a productive Call Center.

9. Empower you support agents with Impel’s great
Ticket Management Portal
The core of Customer Support is the better
management of User Issues. Impel’s Ticket
management portal allows agents to track and
see a detailed view of users requests, responses
and related activities. These can be a phone
calls, emails or other types of exchanges- all
easily tracked in the ticket portal interface.
This not only centralizes customer support
but also help to bridge the gap between sales
and support.

10. Fig. Ticket Management Portal with a preference driven menus and fields.

11. Service Request Management
Servicing is key to Business Growth. And if you sell products
that need regular service, scheduling and tracking such events
becomes a major responsibility. Every service call that you miss
means loss in service revenue. Impels Service request module
covers this and many more challenges associated.
Impel eases the service requests creation, scheduling service
calls with reminders, reassign and reschedule calls, SMS
updates to service engineers etc. This can easily reduce the cost
of service operations internally, can turn your services into a
trackable and repeatable revenue-earner. At its best, track the
needs of your Customer.

13. Centralized Information Store – Knowledge Base Module
For providing a consistent and satisfying service
experience for customers , one must have access
to the right information instantly. Impel CRM
provides its user to create a centralized data
repository through its Knowledge Base module.
KB is a store for company data, product
information, best practices etc. This makes
availability of all relevant data simpler and
quicker. FAQ’s could aid the support agents with
common issues and the best practiced ways to
restore services quickly and accurately .

14. Fig: Form to add a Knowledge Base item, KB is a centralized data repository

15. Delivering world class Customer Support becomes a Reality
Call Center with automated Centralized Knowledge Base
dialer saves time and effort of with best practices and FAQ’s
support agents allowing you
to leverage a more productive for a faster and accurate
Call Center. resolution at no extra cost.
Impel Customer
Support Module
360 degree view of User Issues Build and retain Customer
reported , tracked, updated Satisfaction, turn your
Support Center to a Revenue
and resolved efficiently in the generator with Impel’s Service
Ticket Management Portal. Request Management.

16. Customer Service – is not a Cost but an Opportunity.
An opportunity to correct Product faults in the
consumer’s mind. An opportunity to identify new
features for our product. Most importantly, an
opportunity to find new sales leads. Our Customer Service
is good because that’s good for “US” as much as for our
users.
Kishore,
CEO, Impel CRM

17. A highly comprehensive yet fast-to-deploy CRM solution,
Impel CRM goes far beyond any other Software-s-a-Service
(SaaS)offering. Bring clarity to your sales and accelerate
processes, build long-term customer relationships, boost
call center efficiency and derive business intelligence. With
Impel CRM you can do all this and more – leveraging an
easy-to-use and highly tailorable solution offered at a
predictable per user, per month price !!
http://www.impelcrm.in

18. Our integrated suite of on-demand CRM application is relied
upon by the Customers to align their business to accelerate
Sales.
ImpelCRM Product Brochure
ImpelCRM Concept Note
ImpelCRM Product Demonstrations
Schedule a Demo
Have our CRM experts present you the buzz of On-Demand CRM.
Sign up for a Free Trial and leverage Impel CRM suite !!

19. For more information, please visit www.impelcrm.in