Our client, Fastway Express offers unique courier services which parcel anything worldwide from India.Apart from delivering regular documents or parcels, they are the only company specialized in India delivering food Items to UK, USA and Worldwide. To stay ahead of competition and automate their business process, they have approached us to build a complete customer relationship management system.
Enquiry System: There are 2 modes of enquiry capturing (offline and online).
Offline mode: Sales personnel will be capturing enquiry after logging into their CRM, the enquiry will be having various follow-up status (In process, Follow-up, closed & won, closed & lost).
Online mode: All enquiries will be captured directly from the website or email, in cases of enquiry from website this will be assigned to a specific user in the CRM, For all enquiries generated through an email they will be manually entered to the CRM.
Enquiry Dash Board: Widget for the sales personnel to see active enquiry
Quote: Sales personnel can send quotation from the CRM
Consignment Pickup(Scheduler Module): If the enquiry status is made as close and won, then consignment pickup should assign to the scheduler department. Since this is a field user, it will trigger an SMS alert for pick up.
Customer Complaint: There are 2 modes of customer complaint capturing (offline and online).
- Offline mode: Customer calls the support team and raise a complaint, the support team identifies the customer by either entering the AWB number or any unique identification and creates a ticket, the team then assigns the ticket to the respective Vendor , the Vendor receives an email (details of the content of this email need to be discussed),the email communication between fastway and the vendor will continue until the status of the ticket is marked as closed, and the same will be informed to the customer.
- Online mode : Customer can create a ticket using a webform or email , in both the scenarios we will use identifiers to capture the ticket directly into the CRM and link this to the customer. This ticket will be assigned manually by the support team to the vendor, support team and vendor communication takes place either by email or phone call until the status of the ticket is set to be closed, The abstract of this communication is entered in the ticket and an email will be received by the customer .
Enquiry Ticket: Widget for the support personnel to see open tickets
Account : This module will capture basic financial data related to a particular consignment
Report by Month wise/ User Wise
a. No of Enquiry Lost
b. No of Enquiry won
c. Open Tickets
d. Close Tickets
e. Total Amount Collected
f. Total Amount Due
• Web Based CRM
• Unlimited User
• Various Dept / Location
• Enquiry Management to Order Fulfilments
• Customer Complaints and Tracking
• Email Communication
• SMS Integration