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CRM 360

A Comprehensive CRM tailored for Telecom Operations

Customer Profile Management:

  • Maintain detailed customer profiles with contact information, communication preferences, billing history, and service subscriptions.
  • Keep track of customer interactions and communication history.

Billing and Subscription Management:

  • Track billing cycles, invoices, and payment history.
  • Manage service subscriptions, upgrades, and downgrades.

Service Ticketing and Issue Resolution:

  • Create and manage service tickets for customer issues, inquiries, and technical support.
  • Assign tickets to appropriate agents or technicians.
  • Monitor ticket progress and resolution times.
CRM 360
Lead Management
Ticketing & Helpdesk
User Management
Billing & Invoicing
Field Management System
Task Management
Inventory Management
POP Management
IP Management

Sales Lead and Opportunity Management:

  • Capture and manage sales leads and opportunities.
  • Track the sales pipeline from lead generation to conversion.
  • Automate lead assignment based on criteria such as location or product interest.

Multi-Channel Communication:

  • Integrate various communication channels, including phone, email, chat, social media, and SMS.
  • Enable agents to communicate with customers via their preferred channels.

Inventory and Asset Management:

  • Keep track of telecom equipment, devices, and network assets.
  • Monitor inventory levels and automate restocking processes.

Contract and Agreement Management:

  • Manage customer contracts, service level agreements (SLAs), and terms.
  • Automate contract renewals and alerts for upcoming expirations.

Usage Analytics and Reporting:

  • Provide real-time usage analytics for data, voice, and text services.
  • Generate reports on customer behaviour, network performance, and revenue trends.

Self-Service Portals:

  • Offer customer self-service portals for account management, bill payment, and service customization.
  • Provide troubleshooting guides and FAQs for common issues.

Integration with Network Infrastructure:

  • Integrate with telecom network elements for real-time monitoring and fault detection.
  • Enable network status updates to assist in proactive issue resolution.

Compliance and Regulatory Support:

  • Ensure compliance with telecom industry regulations and data privacy laws.
  • Generate reports and audit trails to demonstrate compliance.

Churn Prediction and Customer Retention:

  • Utilize predictive analytics to identify at-risk customers.
  • Implement retention strategies and loyalty programs.

Marketing Campaign Management:

  • Create and execute targeted marketing campaigns based on customer segments and preferences.
  • Track campaign effectiveness and customer responses.

Geographic Information System (GIS) Integration:

  • Integrate GIS data to facilitate location-based services and network planning.
  • Optimize network coverage and infrastructure deployment.

Mobile App Integration:

  • Offer a mobile CRM app for field agents and technicians to access customer information and service data on the go.
  • Enable mobile customer interactions and support.

Multi-Tiered Access and Security:

  • Implement role-based access control to safeguard sensitive customer data.
  • Ensure data encryption and secure authentication.

Scalability and Performance:

  • Handle a large volume of customer data and interactions.
  • Support high availability and reliability to minimize downtime.

Customer Feedback and Survey Tools:

  • Collect customer feedback and satisfaction ratings.
  • Use surveys to gather insights for service improvement.

AI and Predictive Analytics:

  • Employ AI-driven insights for demand forecasting, network optimization, and customer personalization.
  • Use chatbots and virtual assistants for customer support.

Comprehensive Training and Support:

Provide training resources and support for CRM users, including agents, sales teams, and administrators.