Customer Relationship Management (CRM)

Often the only direct communication that a consumer has with a company is through the Customer Service Center, making this interaction of prime importance in shaping the company’s image. In the global enterprise, the response may require collaboration across multiple departments or representatives, residing in different cities or countries. The goal of any call center – first call resolution – requires that responders have immediate access to all relevant customer information. That information may be from billing statements or prior service inquiries, in a form sent by fax, or an email.  To complicate matters even further, that information may still reside on a readily accessible file system, or require retrieval from a lower-cost archive on disc or tape.

RSD Folders provides service personnel with a complete picture of the customer, including purchases and past contact history, and is easily integrated with the corporate CRM system. Even when the customer must speak with a number of employees to resolve an issue, the company can ensure a consistent and coherent response. The results: reduced operating cost, improved customer satisfaction, higher employee morale and increased sales opportunities.