Our ADVANCED Features!

(In details)

Custom Client Profile

If with Standard Client Profiles you cannot describe your client specifics as thoroughly as you wish, upgrade your subscription with Custom Profile Data fields. Create your own custom client profile by either creating a list of desired custom data fields (Edit, Label, Combo box, Check box, Radio, List box, and others are supported.), or purchasing a ready-to use custom client profile screen from our gallery. These include, although not limited to, types of products purchased, yearly revenue, up-sale and cross-sale options, subscription based customer service details (expiration date, service level, etc.).

Import and Export

InfoServ CRM allows for client data integrations using various standard methods - the most commonly used among them are Import and Export. Acceptable formats for data import are txt, CSV, Excel, Access, and all kinds of OLEDB data sources. InfoServ CRM allows export of client data into the following formats: txt, CSV, Excel, Access, and HTML. Both InfoServ Import and InfoServ Export allow the user to create an import/export template for future use.

Advanced Reporting

If InfoServ CRM’s standard reports (Client Activity and Task Management Reports) and the report templates from our Gallery are not enough, you can create your own reports with our user-friendly Report Generator Tool. Building custom reports with InfoServ Report Generator is done in 3 easy steps:

define the data to be analyzed using simple SQL-like statements in a user-friendly interface;
determine the report design (visible data in the report – columns and rows, as well as different views of a report);
fine-tune your report – rename data fields (the way you want them to appear in the report), change data format (e.g. numeric data to be in integers), use aggregate functions (count, sums, averages, minimum, maximum, etc.).

Once ready, the report is saved as template for easy future use. Use InfoServ Reporting to generate contact lists and add them into an E-mail .

Custom Contact

Use custom contacts to log into InfoServ CRM communication history all client-related contacts and activities which are not being logged in automatically, or which are being logged in automatically, but you need additional details regarding that communication logged in. Each custom contact has a set of standard data fields (date, CRM user, client corporate name, customer name, as well as level of access), and additional custom data fields. Custom Contact templates can either be downloaded from InfoServ’s Gallery, or you can request us to create one for you based on provided design.

Knowledgebase (FAQ)

Maintain an in-house knowledgebase with the answers to Frequently Asked Questions (FAQs), regularly used documents (e.g., product manuals, price lists, etc.), or list of web links to useful web sites. InfoServ CRM provides a user-friendly interface for creating and managing your knowledge base, as well as quick and convenient access to the Knowledge base directly from the client profile. Organize related FAQs into topics.

Document Management

Have all your customer-related documents – proposals, presentations, price offers, purchase orders, contracts, etc. always at hand in your customer’s profile. InfoServ CRM ‘s built in Document Management System lets you create a document classification (e.g., proposals, price offers, sales contracts, support contracts, protocols, etc.) that is tailored to your business. Categorize documents as per your company’s needs and share documents among colleagues by granting rights.

Ticket Management

Ensure communication is centralized, information is tracked faster and easier, and guarantee a seamless resolution of problems with InfoServ CRM. Ticket Management in InfoServ CRM is intuitive and feature-rich customer support ticketing system for tracking, prioritizing, and resolving customer issues. Identify problems and take actions based on metrics and improve your customer satisfaction and Support Team performance.

Transform your customer support with a ticketing system, featuring:

Service Level Agreement (SLA) Management
Ticket Ownership
Time Tracking
Business hours
Custom Ticket Statuses
Custom Ticket Fields/Screens
Customer Data (CRM) in Ticket
Dashboards and Reporting

Campaign Management

Organize, Monitor and Track your marketing efforts with InfoServ CRM. Use InfoServ Campaigns to set up your sales or marketing campaign’s Key Performance Indicators (KPIs) / stages and targets for each on them. Use its user-friendly interface to identify the KPI/stage reached by each customer in the campaign; to monitor and track your campaign progress, and to measure your campaign effectiveness by comparing the results achieved at each stage with its targets. InfoServ Campaigns is successfully used when organizing and tracking the success of marketing initiatives such as: conferences, seminars, promotions, advertising campaigns, promoting a new product among existing clients, etc.

Sales Management

InfoServ CRM’s Sales Management Module helps organize your sales activities and leads you through your sales process – from Lead, through Opportunity, all the way to Closing Deals.

Provide your sales team with the right tools to effectively manage sales pipelines and increase productivity. Main features include:

Import Leads
Qualify Leads into Opportunities
Know Competitors Strengths and Weaknesses
Register Quotes and Orders
Use Price Lists
Work with multiple Sales Processes
Measure Sales Team Productivity
Sales Reporting

Agentless Dialing

Execute your Agentless Dialing Outbound Campaigns with InfoServ CRM. The Agentless dialing mode dials multiple phone numbers simultaneously and plays a pre-recorded voice message to notify your customer of upcoming event. The Agentless Dialing Campaigns are suitable when you don’t need your customer to interact, but just need to provide some information.

It’s robust setting options can satisfy even the most sophisticated needs, including:

Does not require call center agents
Setup call states (e.g., busy signal, terminated call, no answer)
Setup desired dialing action (e.g., play voice message, disconnect, redial)
Use Imported Lists for target groups
Use InfoServ CRM client database for target groups
System uses call analysis to determine dial result
Voice Campaign Reporting

Web Chat

Integrate Web chat into your corporate website and allow your visitors to connect live with your company’s employees and receive information on products and services. To initiate a chat session, the customer provides a name, e-mail address, and topic of interest. The InfoServ CRM system directs the web chat to the most appropriate user based on a set of rules (e.g., topic selected, user availability, etc.). The CRM user has access to the system’s full functionality during the chat session (customer profile, communication history, knowledgebase, etc.). In addition he may also invite a colleague to join the chat, transfer the chat, use predefined (quick) answers and greetings. A transcript of the chat session is stored in the client’s profile.as part of the communication history.

Automatic Actions

If you want to fully automate certain processes in InfoServ CRM, the Automatic Actions Management functionality does just that – it allows the InfoServ CRM user to create and manage automatically executed actions based on the occurrence of a particular event. Each InfoServ CRM system, with the module Automatic Actions Management included in the Subscription plan, allows the user to create up to 20 active actions.

Trigger event – an event which under predefined conditions will trigger the execution of the specified action.
Conditions – the conditions component limits the trigger events to only those complying with the preset conditions.
Action – it answers the question “What do you want the system to do when a trigger event subject to the described conditions occur?”.

Examples of Automatic Actions are: send an e-mail every time an incoming call is missed during off working hours and attach the voice recording to the e-email; or send an e-mail with meeting details (subject, description, location, date/time, client details) every time a calendar event is created.

Web and API Integration

To take a full advantage of your CRM system, you need to be able to integrate it with other web or non-web based applications you use (Support, Billing, ERP, Accounting, etc.).

The InfoServ CRM allows for a web integration – i.e., the ability to open a web-based application or document directly from your CRM client’s profile. The web call requests can be configured to pass client data available in InfoServ CRM to the external system (e.g., Client ID). It also provides your sales reps quick access (directly from the CRM client’s profile) to documents like list of current discount products, price lists, product specifications, etc.

The InfoServ CRM also allows for an API Integration – the ability for a real-time client data integration with external non-web-based applications – other company software (ERP, Accounting, Billing etc.), using our API (Application Programming Interface).

Telemarketing

Organize, manage and execute your Telemarketing Campaign efficiently. Work with imported campaign lists, or generate your campaign list using InfoServ CRM’s precise targeting capabilities.

Adjust your telemarketing settings to your campaign requirements with features like:

Dialing modes: Passive, Preview, and Progressive
Multiple Campaign lists
Telemarketing Statuses
Dialing Times
Call Rescheduling
Maximum Dialing and answering times
Call Scripts
Reporting

Auto Import/Export

Automatically execute Import/Export tasks with InfoServ CRM’s Auto Import/Export Service. Acceptable formats for data import are txt, CSV, Excel, Access, and all kinds of OLEDB data sources. InfoServ CRM allows export of client data into the following formats: txt, CSV, Excel, Access, and HTML. The Auto Import/Export Service allows for automatic customer and firm data import as well as import of Sales Leads data.

Viber Chat

You can integrate Viber chat into your CRM to allow your visitors to connect live with your company and receive information on products and services. To initiate a Viber chat session, the customer subscribes to your corporate Viber Channel. The InfoServ CRM system directs the Viber chat to the most appropriate user based on a set of rules (e.g., last contacted user, user availability, date/time etc.). During the Viber chat session, the CRM user has access to the system's full functionality (customer profile, communication history, knowledgebase, etc.). In addition, a CRM user may also transfer the Viber chat to a colleague; use predefined (quick) answers and greetings; accept images, videos and other files, and stickers. A transcript of the Viber chat session is stored in the client’s profile as part of the communication history.

Chatbot

Chatbot, as the most popular customer self-service communication channel globally, is already an integral part of the InfoServ CRM system’s robust feature set. With the InfoServ CRM chatbot, you have the flexibility to design the dialogue logic and create customized scenarios for customer interactions. Whether users choose InfoServ Chatbot for obtaining essential information through self-service, or businesses with medium to high customer inquiries and requests, this specialized tool is designed to enhance customer service, streamline work processes, and offer a practical self-service solution.

Some key applications of InfoServ Chatbot for businesses include:

Automated Customer Identification: The chatbot can automatically identify customers based on provided data.
Information Provision: After customer identification, the chatbot provides relevant information.
FAQ Responses: It answers frequently asked questions.
Agent Handoff: When necessary, it transfers the chat to a human agent.
Service Evaluation: Users can provide feedback on the service.