Excellent Customer Service with CAS genesisWorld

Our objectives for your customer service

"Transform a customer service request into a business opportunity"
 

• Quick response to a customer's requests
• Continuous improvement of your service
• Personalization and quality of your service
• Customer satisfaction and retention

Know-how of our CRM software solution

Improve the performance and quality of your customer service

• Register, delegate and manage requests, from the first contact up to the completion of a project
• Coordinate communication with your customers

• 
  Phone call

  Alert the persons responsible
• Provide access to a complete customer dossier
• Telephone integration (CTI): automatic opening of the customer dossier, automatic dialing, etc.
• Collaborative intervention for solving incidents
• Enable your customers to report incidents and trace  their progress online (CAS teamWorks)

Offer a multi-channel access to your customers

• 
  Personalized letter

  Phone, Web, e-mail, fax, mail
• Keep track of requests directly online (CAS teamWorks)
• Efficient customization of communication and document templates

Efficiently organize your customer projects

• 
  Project

  Plan and control projects
• Manage tasks, appointments, documents, as well as resources
• Estimate the projects' costs

Improve the quality of your offers (statistical analyses and reports)

• Work closely with your quality assurance team
• Measurement of key indicators (number, delay, etc.)
• Use of efficient reporting tools to identify the most frequently occurring incidents, evaluate customer needs, track their progress and measure the success of the after-sales service

Individual care for each customer

• Keep track of the progress made and the resources used
• Forecast actions
• Keep track of all exchanges with the customer in the customer dossier

Utilize and promote your know-how

• Online access to technical documents and FAQs (CAS teamWorks)
• Rapidly solve the most common incidents with the help of a knowledge database containing articles about the most frequent requests
• Link new requests with similar already registered incidents
• Online access to a knowledge database for your customers (CAS teamWorks)

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