As businesses increase their reliance on technology and outsourcing, the customer relationship, always delicate, is eroding. How can you drive customer growth, retention and loyalty while sustaining cost efficiencies and promoting profitability?

To effectively manage customer relationships, you need an approach that encompasses enterprise strategy, flexible data management, effective customer analysis and segmentation, and positive service operations to attract new customers and increase revenue from existing ones.

Outsourcing of CRM is becoming more and more popular and typically includes provision of outsourced customer management, employee care, and integrated billing software services.

Monsoon helps service providers and their clients manage this critical function with service level agreement (SLA) software, comprehensive services, and pre-built SLA templates that cover the following processes.

CRM Services

  • Call answering
  • Customer satisfaction
  • Email handling
  • Correspondence handling
  • Customer order handling and processing
  • Accounts receivable
  • Product and technical support
  • CRM systems availability

CRM Metrics

All SLA metrics are calculated against business attributes, such as geographies, organizational structure, users, time of operation, cost, and critical uptime periods, to name a few

  • Call abandon rate
  • Timeliness of email acknowledgement
  • Random QA monitoring scores
  • Timeliness of order processing
Given below is a list of our CRM software vendors we work with
  • Vendor
  • SAP
  • Siebel
  • Oracle
  • Amdocs