Customer Service through CRM: Ten Unique Use Cases (Ep #2)

Thank you for the excellent response to Episode #1 of this newsletter, in which I listed possibilities with the modern Helpdesk.

I received many messages before delving deep into each topic. I had to share a list of use cases in different industries and how Helpdesk CRM can help different processes. So here are ten (and two bonus) unique case studies of how Sangam CRM Helpdesk is assisting organisations.

One more purpose of writing this is that those who are not using other features can get some more idea.

One thing is common in all these cases: they have local and/or remote teams, many integrated technologies, and very complex and critical processes managed.

Which one is your favourite use-case?

Shivani Scientific Industries (P) Ltd, Mumbai.         

LinkedIn Company, Website.

Manufacturers and distributors of Assisted Reproductive Technologies (ART) and Biomedical equipment with a proven track record of over 50 years.

Shivani uses the Sangam CRM Helpdesk to manage customer complaints, service, installations and Preventive Maintenance services.

Service Team size. (30 people)

• Tickets. (entered manually by the back office, check check out feature for visits)
• RMA (for return/replacement material authorisation).
• Contract Automation (for tracking opportunities of renewal contracts)
• Attendance module. (for office and remote staff.)
• Sangam Smart Feedback (Using Email, directly reported in CRM).

Burger King India, Mumbai        

LinkedIn Company, Website.

Well-known fast-food chain serving grilled burgers, fries & shakes.

Burger King uses Sangam CRM to manage its internal support system for its stores across India.

Service Team Users: 50+

• Store modules, branch locations, and contact person modules manage the internal organisation structure.
• Ticketing (integrated with their internal portal)
• SLA (Service Level Agreement, to make sure that service is delivered on time)
• Root cause categorisation and tracking.
• Power BI Integration. (for Dashboards)

Belgian Waffles Co Pvt Ltd, Mumbai        

LinkedIn Company, Website.

A food franchise that provides freshly baked and delicious waffles around India.

BW uses Sangam CRM to manage its internal support system for its stores across India.

Users: 230+

• Location and department-wise tickets auto-allocation and decision-making.
• Store Module, Branch locations, contact persons.
• Ticketing (integrated with client portal)
• SLA (Service Level Agreement)
• Root cause categorisation and tracking.

I4T (Ideas 4 Transformation), Mumbai        

LinkedIn Company, Website.

Providers of IT Services to various retail chains and QSRs.

They use Sangam CRM to provide these services, such as onsite service for their clients.

Team Size (400+)

• Call center (with Live Dashboard).
• Ticketing (Created manually and integrated with Client Portals.)
• Inbound Email to Tickets and auto-assignment.
• SLA (for multiple business hours, depending on clients).
• ETA (Estimated arrival time) is when the service engineer will reach the destination.
• Projects (for implementation) and project tasks. (for store opening, maintenance visits, etc.)
• Ticket allocation is based on store location.
• Power BI Integration.

Phoenix Medical Systems (P) Ltd., Chennai        

LinkedIn Company, Website.

Phoenix is a pioneer in infant-care products in India. Manufacturers & distributors of medical and hospital equipment across India.

Phoenix uses the Sangam CRM to manage its sales, Helpdesk, customer service, installations, and preventive maintenance schedules.

Team size (50+)

• Call center solution.
• Ticket (Call, manual, branch wise)
• Product Module (for Warranty tracking).
• Contract Module (AMC + Govt AMC)
• Contacts + Ticket Module automation, Preventive Maintenance Service Module
• Ticket module for the Installation process.

Turbonet Systems Pvt Ltd, Mumbai         

LinkedIn Company, Website.

Turbonet has been providing IT Infrastructure Solutions and Support services since 2008. It has offices in Mumbai, Pune, Ahmedabad, Vadodara, Hyderabad, and Bangalore and provides services across India.

Team Size (260 users).

• Call center solutions.
• Ticket (Imported from Dmart ERP).
• Email to the ticket, check-in, check-out, and service report.
• RMA
• Warranty management and parts billing for each
• Vendor commission management, etc.
• Power BI integration.

My Healthscape Pvt ltd., Mumbai        

LinkedIn Company, Website.

MHMPL is a Leading Manufacturer and distributor of Medical Equipment in India

MHMPL uses the Sangam CRM helpdesk to manage customer queries and many other use cases.

Users: 50+

• Product master (Main parts and components).
• Tickets for service management.
• Contracts for renewal and PMS
• Contract automation.
• Service Reports and Installation handover reports (Printouts)
• Spare-parts management module
• Attendance module and visits module.
• Smart-feedback

Elica PB Whirlpool Kitchen Appliances (P) Ltd, Pune        

LinkedIn Company, Website.

Elica, a world-renowned name for kitchen hoods and chimneys, is now in India. Offering an extensive range of kitchen appliances, Elica offers novel designs that are uber-stylish and highly aesthetic.

They have an India customer care centre in Pune (Call centre) and service providers across India.

User: 1800+ users.

• Tickets
• Call center solution.
• Pincode-based allocation.
• Smart feedback.
• Service Report (printed)
• RMA
• WA Chatbot to tickets.
• Workflow-based auto-responses to the tickets.
• Tickets module for installations.
• Warranty
• AMC
• PMS

Insight Business Machines Pvt Ltd, Mumbai         

LinkedIn Company, Website.

Insight Business Machines Pvt. Ltd. has been in System Integration & Business Continuity since 1992.

Since they provide complicated IT Services to their Enterprise Clients, their requirement for Customer service is very complex. Sangam CRM Helpdesk fullfills that all.

Users: 200+

• Ticketing system to address all their customer complaints.
• Product warranty and guarantee information.
• Contracts for managing their contracts and PMS
• SLA (Complex internal and External SLAs)
• TAT (Turn-around time, based on SLAs provided)
• Service report & Welcome kit print for contract
• Power BI Integration. (showing dashboards from CRM and ERP Data)

Software@works (Leading Tally Partner), Mumbai         

LinkedIn Company, Website.

S@W is a leading Tally partner in Western India, located in Mumbai.

They use Sangam CRM Helpdesk to manage all their customer tickets and support system, Integrated with Synapse call center solution.

Users: 35+

• Tickets
• Inbound Email to tickets.
• Smart-feedback
• Call Center Solution integrated with helpdesk system.

Enjay IT Solutions Ltd, Vapi Gujarat        

LinkedIn Company, Website.

Enjay provides SaaS based software Solutions like Sangam CRM, Synapse Call Center Solutions, Sugam Tally Cloud,

Enjay (Self), has been using helpdesk and CRM since 2003. We created CRM & Call center solution first for our own organisation used it for 6 years and then started selling in 2009.

Users: 100+

• Ticket (Email, WA, Website, Call, Manually).
• Call center integration. (Call popup with live dashboard for managers)
• Contract automation.
• PMS (Feedback tickets)
• SLA
• Feedback automation.
• Bugs and feature management. (Release management).

Government e-Market Place, Delhi        

LinkedIn Company, Website.

National Public Procurement Portal for procurement of goods & services for Central & State Government Organisations

They use the helpdesk system fully integrated and real time reporting to the maximum level possible. Whatever you can imagine in a helpdesk is being used by GeM.

Users: 330

• Tickets (Email, calls, Website, Chat and escalation)
• Automatic Ticket Allocation based on multiple parameters.
• Acknowledgements for tickets VIA email.
• SLA (Flash timers on Screen)
• Issue based categorisation, root cause analysis.
• Integrated with buyer-seller Database.
• JIRA Integration.
• Qlik BI tool.
• Call centre solution with live dashboard (Customised IVR)
• Customised intelligent Call pop up based on IVR inputs.
• Agent performance tracking.
• Break management.

Please Share your comments and suggestions.