eRKTM-CRM provides a central point of contact for all requests and complaints whether internal or external (clients or suppliers / vendors) of the organization according to criteria and category of the complaints or requests for immediate action, and providing more functions with integration with various systems and communication technologies, including cell phone, PDSs and online logging of issues.
Features
Able to access customer demographic information, such as Address, Contact number, Customer type (i.e. residents, tenants, etc).
Capture all types of problem reporting, complaints, suggestions, etc. via the enterprise's portal, such as from the public, residents / owners or internal employees.
Offers online customer care services, such as Rates, Availability of public facilities, Status of compound & penalties, Bill payment status, Valuation status, Rental, and others.
Automatically escalate and notify any call to the respective units via real-time online collaboration.
Automatically route calls based on the 5W descriptions - who, what, why, when and where, including queue volume and priority.
Tracks call status from the time it is placed until it is closed.
Allows multiple access by public, such as email, telephone, and communicating through mobile devices.
Reports
Complaints / suggestions according to departments list.
Complaints / suggestions according to area list.
Complaints / suggestions according to category list.
Complaints / suggestions according to criteria list.
