CRM in Service Records

Managing Customer Service Records

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 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.

Service Record Layout in PC

Each service record can add up to 4 files, and these original file can be downloaded from the download link. It normally shows the thumbnails.

Edit Service Record from PC

Each previous service record is editable when there is any updates.

Tools to Manage Contacts in Service Record

Service Record Entry

Example of Service Record

Each contact can have a service record list. Every service/conversation toward the contact should be entered.

Service Case

Service Case Example

Service case – Each service case has predefined status. The supervisor can create case such as “enquiry” and follow up with status like “initial contact”, “Quotation Sent”, “Quotation failed”, “Meetup”, “Quotation Success” etc.

Each service record can be categorized with product serviced.

Service Product

Serviced Product

The serviced product is selected from item database e.g. “Printer” or “Monitor” and categorize its problem such as Item “Printer” may have problems like paper stuck, print head dirty, driver problem, cable undetected, etc.

To help categorized the problem, each problem can be separated into types. For example, “cable undetected” problem of item “printer” can have type like cable spoiled, comm port changed, no power, rotten bites, etc.

A knowledge base is built by categorizing the service record item, problems, and type. User can search for recommended solutions from previous service record. This helps a company to train the employees and further improve service quality. The service record widget can be published to the dashboard.

Previous Service Problem and Solution

Service Record Widget

Service By

• Each contact can be assigned to different employees
• A service record can be service by multiple employees
• The employee will be notified with a right hand drop down and assigned service record widget in dashboard

Assign Service Record to Employee

Calendar

You can have the service record shown on your dashboard calendar. Each node represents 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

Files

• The system can be linked to a dedicated Google Drive. We always suggest our client to get a Google Drive to start with.
• Employee’s file can be uploaded into the Google Drive and tag to the employee.
• Contact related files can also be uploaded and tag to the client.
• General file upload and download can be managed with the system.
• Google Drive maintain all their securities and it is stand alone.

Follow the steps to setup Google Drive in iCRM here
Follow the steps to upload documents in iCRM here

Enable Google Account from Company Info

File List of File Uploaded

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1. Customer service scheduling rule is important to keep your resources scheduled efficiently.
2. Service reminder will be shown on the dashboard calendar.
3. To view more details for a particular service, simply click on it to reveal more information.
4. The “Details” button will reveal the description of the service record.
5. The “Edit” and “View” button will open a new window for the respective page.

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