Client Management System
We have a customised, web-based, Case Management System (CMS) integrated with the Asterisk Telephony platform and therefore all inbound and external calls are linked to a new or existing case. Integration with various client databases enables a highly efficient case management process. The member database record (if found via the Caller Line Identification) is immediately displayed at the time when the call is being answered. In other words, if a valid member calls in (from the cell number recorded in the Corporate Client’s database), the case manager answering the call would be able to view the caller’s particulars and be able to greet the customer by his/her name before the caller announces him/herself.
VAS CRM allows for complete third-party integration allowing a Corporate to create a case which appears on the Call Centre wallboard immediately. Case management happens seamlessly without the Corporate client having to send an e-mail to action a new case. The CRM also provides customizable dashboards for case managers (agents), clients and service providers, ensuring that important information and notifications are available.
The CRM was written using the Microsoft Stack (C#, MVC, Angular 2 and MS SQL) and is hosted on a redundant Microsoft platform. The platform allows for seamless interaction between agents, service providers and clients from any location off-site. The system complies with the OWASP security best practises, but also allows for record-based security meaning that agents within any organization can only view the data that they are allowed. The system provides data security and peace of mind required in today’s digital environment.
Several system work blocks have been developed and depending on the campaign, one or many work blocks are incorporated in the workflow set-up. The work blocks are: Validation, Product selection, Incident Location, Destination, Service Provider Appointment, Communication (SMS & e-mail & templates), Documentation upload, Service Provider portal, Service Provider Quote function, Call Centre/Agent/Supervisor wallboard, Client wallboard.
Core features are:
- Validation
- Product selection
- Incident Location
- Destination
- Service Provider Appointment
- Communication (SMS, e-mail & templates)
- Documentation upload
- Service Provider portal
- Service Provider Quote function
- Call Centre/Agent/Supervisor wallboard
- Client wallboard