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Customer Relationship Management
At Salient, we developed a CRM system for Energy Utilities to improve their contact with the customers by providing support for all call related functions along with data management. The calls and the feedback are regularly monitored to improve upon the services on the lines of the Service Level Agreement. The requests for new supply connections are handled by the Provisioning section, which checks the feasibility of completing the request and setting up the new connection.

In addition, the CRM process also stores, tracks and manages information on current and prospective customers. All the details pertaining to sensitive information are closely monitored in our Audit Trail Maintenance segment.

The call center manages both inbound & out bound activities for a leading Group Company in the Consumer Durables and Electrical Appliances domain. The Inbound process includes registration of complaints from customers and Dealers across PAN India for the Electrical Products and Appliances. The process includes the complaint registration by our agents and then based on the region or territory the complaint is allocated to the designated Services Center who in turn attends to these complaints at the customer end.

The Outbound Process is a customer feedback process. The feedback is taken from the customers in regards to the kind of resolution is provided to them.

 

 

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