SimpleCRM: A Proven, Scalable and Cost-Effective Enterprise CRM for the Asia Pacific

In today’s competitive space, tech-savvy customers always want and expect outstanding experience every time they interact with an organization across multiple touch-points. Moreover, while experiencing unsatisfactory services, they often vent their anger by giving low Net Promoter Scores (NPS) or sharing negative feedback on social media channels. Enunciating the same, Rahul Kumar, Head of Customer Experience at Simpleworks Business Solutions Pte Ltd (SimpleCRM) points out that albeit the first customer touch points are now deemed as the industry standard, the problem actually lingers on the internal functionality of an organization. “It all drills down to the capability of an organization to resolve issues without much delay,” he adds. Next, how an organization is examining customers’ issues and taking adequate steps to resolve are also imperative for solving customers’ issues.

This is where SimpleCRM steers ahead of its competitors. By providing a comprehensive, scalable and secure CRM solution for various industries including banking, financial services, insurance, real estate, education and other sectors, SimpleCRM brings forth a true Omnichannel Support Centre Automation experience for its clients. This enables them to render consistent customer experience across all channels such as call-centers, inbound emails, social media listening, customer portals, and other third-party applications.
The key differentiating factor of the SimpleCRM contact center solution is that it can be deployed both on-premise and on-cloud (AWS, Azure, IBM Softlayer, etc.), as well as, it supports extreme integration flexibility, which enables clients to garner comprehensive customer details from multiple systems via integrations.

Further, the solution is powered by a comprehensive Customer 360-degree module that gives call-centre agents and relationship managers a quick overview of the required information for conducting calls and cross-selling & up-selling activities.

Here, information from various backend systems is consolidated in a single view within CRM that empowers the support centre agent to have all customer information available to him or her and engage the customer in a meaningful way, which ultimately results in higher customer gratification and a higher NPS. Moreover, the advanced inbuilt ticket routing and SLA engine in SimpleCRM enables organizations to set smart routing and escalation rules, which ensure the customers are connected to the right agent who is best suited to serve that particular customer, as well as, provide regular updates on SLA violations.

SimpleCRM can also seamlessly integrate with third-party analytical reporting tools like Tableau and all major telephony systems like Cisco, Avaya, Genesys, Knowlarity, Ozonetel, Aspect and others, making it one of the most preferred solutions in the Asia Pacific. The other noteworthy feature of the platform is its ability to use mobile apps and take calls and register tickets for organizations that do not have a major call center set up.

“Next, with the latest addition of AI and NLP enabled chatbots/virtual agents, SimpleCRM provides yet another interactive medium to engage their customers,” states Zameer Ahmed, Director-Sales, Sri Lanka Operations at SimpleCRM. The chatbot solution provides FAQs and enables companies to authenticate customers along with processing customer-specific information and transactions. These multilingual chatbots aid in improving customer service with features like feedback reports, live agent handover and chat history tracking.

Continuing with innovation, SimpleCRM is now also releasing a Machine Learning powered engine to help companies pitch customers more seamlessly and increase cross-selling & up-selling during inbound customer calls. Further, SimpleCRM also takes stringent security measures and is ISO 27001:2013 certified as an Information Security Management System (ISMS), as well as, is validated for Payment Application Data Security Standards (PA-DSS).