diseMP Modules

CRM: Customer Relationship Management

Unlike the numerous generic CRM solutions available on the market, diseMP CRM is tailored specifically to meet the needs of communication service providers and their customers. Customer acquisition is costly and, with many markets reaching saturation, service providers need to focus on maximizing profits from their existing customer base as well as growing market share. diseMP offers a complete, proven CRM solution.

The customer is becoming increasingly knowledgeable and demanding and it remains vital to empower customer service agents to meet expectations.

At the call centre, CSAs rely on the capabilities of the service provider’s CRM solution. diseMP equips call centre agents with a 360° view of the customer along with information on products, tariffs and promotions, enabling them to deliver excellent service and proactively up-sell.

The Java-based diseMP user interface presents the agent with an immediate snapshot of customer information and interaction. This helps the agent to deliver first contact resolution, resulting in increased productivity, reduced costs and overall increased customer satisfaction.

The Workflow Management within diseMP is central to its CRM capabilities. Workflow captures and processes all activity and transactions relating to the customer. CRM functionality is integrated into the complete solution and offers a single unified view of the customer at all levels across the organization. diseMP integrated CRM offers significant cost benefits and increased efficiency.

CRM components deliver comprehensive subscriber information through an intuitive graphical user interface and simplify account navigation using the hierarchy-based layout.

Martin Dawes Systems’ Computer Telephony Integration (CTI) application is a call management utility for service centres utilizing the diseMP billing and CRM system. CTI delivers efficiency and personalization in the handling of inbound customer calls, automatically populating the adviser’s screen with the caller’s details.