Service Records

Managing Customer Service Records

CRM System Contact

In every company, there will be customers and the more the better. With time, more customer means more customer service activities and the list grows. The company should maintain an organized customers service history for easy tracks and reference. With iCRM, you can easily do just that.

  1. Register an account with http://iCRM.com.my
  2. Login and key in your customer
  3. Click at the customer and attach service records to the customer.
  4. You can enter a lot of information into the service record of the customer. The usage is limitless.
  5. You can also assign a service record to your colleague and the service record will appear on their dashboard.

Restricted Access to Contact List

Each employee can be restricted to access their contacts only, or share contacts with colleague. By restricting the contact list, only employees that enter or assigned can view the contact, and at the same time the service records and file related to the customer is not accessible.

Follow the steps to setup group permission here
Follow the steps to setup view permission here

Service Record Reminder

Service Record Reminder

 

When you create service record, you can set a reminder date. The reminder date will prompt a display on dashboard. Anyone that sees the reminder can dismiss it or it will stay there. Once dismiss, you can consider it is close.

Follow the steps to setup service record reminder here

Service Record Assigned Reminder

Service Record Assigned Reminder

 

To improve customer resource management, you can assign service records to multiple colleague, each colleague will then be able to view the service record. The dashboard will show the service record assigned, and the user have to click to complete the service record every time it is assigned.
If the employee is VocoText enabled, he/she can receive a notification at their VocoText mobile app.

Follow the steps to setup service record assigned reminder here

Calendar

Calendar

 

You can have the service record shown on your dashboard calendar. Each node represent a service record and can be edited from the dashboard. From the calendar display, you can have a total glance of what is happening to your support team.

Follow the steps to setup service record in calendar here

Documents Related to the Customers

Calendar

 

When we connect with diverse customer base, customer service resource group comes in hand to group all customer documents such as signature specimen, signed copy of invoices and etc can be uploaded to iCRM. iCRM can be configure to connect to Google Drive, where all documents are saved. Google provide one of the best online storage facilities, by leveraging on Google technology, you can be assure that the document is in a reliable and secure location.

Follow the steps to setup google drive in iCRM here
Follow the steps to upload documents in iCRM here


Restricted Access to Contact List

1.
Restrict Access

 

 

Login to your BMO account via https://login.bmo.my/ and proceed to the “Group Permission” page.
(Admin → Permission Setting)

2.
Restrict Access

 

 

In the Group Permission page, please select the group you wish to apply the restriction on. Then Click on the “Edit” button to proceed.

3.
Restrict Access

 

At the edit permission page, please scroll down to the contacts section. From here you will be able to apply contact list restriction to the group.

Contact List All View all contacts.
Restrict Access
Contact List Personal View all personal contact.
Contact List Enterprise View all enterprise contact.


Service Record Reminder

1.
Service Record Reminder

 

 

Login to your BMO account via https://login.bmo.my/ and proceed to the “New Service Record” page.
(Activity → Services)
Fill in the details for the service records. To enable the service record reminder, set the “Reminder Date” under the Reminder section.
Once done, press “Save” to submit the new service record.

2.
Service Record Reminder

A service record reminder will appear in the dashboard, showing all pending service record with a reminder date.


Service Record Assigned Reminder

1.
Service Record Assigned Reminder

 

  

You can assign more staff to new or existing service record.
Create a new service record or edit existing record, to assign more staff, click on the “More” button under “Service By” in the “Entry By” section.
You can also remove additional staff by clicking the “Del” button next to their name.

2.
Service Record Assigned Reminder

Staffs will be able to view services assigned to them on their dashboard under the “Service Record Assigned” table.


Calendar

1.
Service Record Assigned Reminder
Service Record Assigned Reminder

 

 

Customer service scheduling rule is important to keep your resources scheduled efficiently.

Service reminder will be shown on the dashboard calendar.

To view more details for a particular service, simply click on it to reveal more information.

The “Details” button will reveal the description of the service record. The “Edit” and “View” button will open a new window for the respective page.


Documents Related to the Customers

1.
Documents

 

  

To manage documents for customer, proceed to the “Contact List” page.
Click on the “action” button for the customer to reveal additional functions.

  

To upload file for customer, click on the “Upload File” link.

2.
Documents

Simply click on the “Choose File” button and select the file you wish to attach to the selected customer. You can add in a remark note for easier identification. Once done, click on the “Upload” button to complete the process. System will prompt an alert stating “New File Uploaded” upon successful upload.

3.
Documents

To view uploaded documents for a particular customer, click on the “File List” button.

Documents

 

The “File List” page will list all the documents attached to the particular customer.

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