Infor CRM (Customer Relationship Management) > Service

Turn your contact center into a profit center.

Most customer service departments strive to continuously improve response times while keeping costs in check. But often their applications, data, and processes are disconnected and cumbersome—costing agents valuable time and making it difficult for them to pursue revenue opportunities and maintain customer satisfaction.

Infor’s CRM service solution enables today's highly personalised contact centers to improve customer support effectiveness and accelerate response times while controlling costs. With Infor’s powerful capabilities, your staff can turn customer interactions into new revenue and increase customer loyalty. An efficient, intuitive interface provides a unified view of customers across all existing systems and empowers agents to shorten call times, resolve issues as soon as they are raised, and engage in seamless customer conversations. Real-time analytics increase predictability by driving personalised, customer-focused processes and offers.

Infor’s CRM service software helps companies like yours:

Respond faster to customer issues and service requirements
Conduct higher-impact interactions with customers
Deliver consistently good customer service across multiple channels
Turn inbound customer interactions into sales opportunities
Provide your contact center agents with customer-specific product and service information
Increase resource utilization

A contact center manager for a large financial services firm told us, “Our customer service representatives don’t have the confidence to extend cross-sell offers to callers due to the annoyance factor.” The mistake? The firm was simply pushing offers rather than working within the context of the customer interaction.

How Technology Enables Inbound Marketing,
by Suresh Vittal, Forrester Research, Inc.
(January 8, 2007)

Infor’s CRM service solution delivers a unified view of customers across all existing systems, optimising your ability to provide personalised service. The following components are included:

Customer Service—provides a solid foundation for individualised contact center operations with rapid, effective resolution of customer issues; an efficient, intuitive interface; and real-time analytics.

Customer Self-Service—enables convenient, web-based customer self-service through fast, individualised access to important product and service information.

Mobile Service—supports efficient field service operations with easy, two-way communication via the web for service dispatch and field updates.

Service Scheduler—allows interactive scheduling and dispatching to ensure that the right technicians are in the right place, at the right time for equipment-related service and maintenance.