PalmyraCS: Customer Service Platform

After sales service platform include CRM, Ticketing System,  Field Service Mobile App, and Call Center.


Solution outlines:

  • High Customer Satisfaction- high response time with quality.
  • Cost reduction: High utilization of resources.
  • Increase revenue: by increase management capacities of operation managers.
  • Full integration with other functionalities (with ERP)

Solution components:

  • Sales Android Application.
  • Survey and Audit Android Application.
  • System Back end (Odoo, PostgreSQL).
  • BI and Reporting Engine (Base on SpagoBI).

Features and details:

  • Customer Records & Service History Organized:
    • Full CRM with all customer details in one place
    • Full history is one click away; complains, work orders, purchases , invoices …ect
    • Pop-up in CC agent screen direct to customer profile
  • Service Dispatch and Orders Tracking:
    • Easy assign and re-assign WO
    • View Jobs & Technicians on a Map
    • Improve Response Times (color-coded Kanban View for WO)
    • Optimize Routes and
      Reduce transportation.
    • Access Customer info From the Field.
    • Reporting about specific WO , specific team, or specific period of time.
  • Seamlessly integrate estimating, invoicing, work orders and inventory:
    • Job and spare part estimation direct from mobile app to the customer.
    • Can be integrated with Bluetooth printers to print invoices on site.
    • Track Hours by Job: travelling and actual job hours
  • Employees and Resources Tracking and Audit:
    • Tracking Employees , all activates are GPS tracked.
    • Use remote attendance to build filed workers time sheet.
    • Audit work using pictures collected after job (for Employees and outsource).
    • Reports for every filed worker performance (WO per week, month …ect).
  • Integration with exist infrastructure:
    • Integration with Orion ERP for : inventory, prices , WO updates, warranty data.
    • Integration with Alcatel PBX: to handle call center activates and integrated it with CRM.
  • Integration with Call center Activities :
    • Direct pop-up to Agent screen with customer profile depend on inbound numbers.
    • Open claims direct from customer profile.
    • On click to see all history of WO for specific.
  • Advance CC Features:
    • Call Management: Inbound calls - ACD, Queue, IVR
    • Call Recording & Voice Log Storage: full or on-demand
    • Supervisor Management: Real-time Dashboard, Listen-in, Barge-in, Reports and Analytics
  • Advance Reporting:
    • Performance Reports for Field workers.
    • Sales Reports: per field worker, per area, per type of WO…etc
    • Cost of Warranty: per product, per model , …etc
    • Call center Reports: agents report, calls reports … etc


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