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3. Services Customer Relationship Management (CRM)

CRM is of no doubt a strategy of undisputed interest in the business for the management of customer relationships. It is now evident that the competitive advantage and performance differences are, increasingly, due to intangible components such as the constant development of relations with the consumer, based on trust.

The main consumer market targeted by SIS - Solution Division Office are: telecommunications, finance, distribution organizations, public administration, utilities and, more generally, the markets business were the concentration of customers, the presence of highly structured relationships and the development of e-procurement are present.

The operational approach that SIS- Solution Division Office has in place has always been based on integration between: management and organizational processes (procedures, coordination, intergovernmental structures functional relation between the targeting of activities towards customers, mission roles, etc..) marketing processes (such as offers, customer care policy, what data to collect, what information, what choices to operate on the basis of the knowledge acquired by the client, etc..) applications processes (user interface, interaction systems, automation, accessibility and usability , etc..).

The services offered cover a wide range of activities that allow you to identify solutions to support processes and the needs of customers. SIS - Solution Division Office guarantees a quality of presence and an operational capacity in the main CRM processes: from the management of inbound processes to that of claims management, from teleselling / telemarketing to loyalty program operational support, from help desk to partnership for value added services, from customer care to credit request, from information services to the management of claims reporting, from reservation booking  and information registration to tourist information and services.

CRM services offered are briefly identified as:

• marketing campaigns (design, launch, management, monitoring) and sales force automation (customer relations, communications, offers, orders, post sales management)
• call center inbound and outbound (inbound and outbound call management for pre and post-sale), contact center, toll-free number handling and help desk
• information desks, websites, information kiosks (self ticketing, self check-in)
• services and communication tools (e-mail, fax, mobile, direct mailing, mail, etc..

Details

• Integrated logistics services
• Distribution and delivery
• Services and general support
• Office solutions

Office solutions:

• back office (BO)
• document management
  outsourcing (DMO)
• customer relationship
  management (CRM)