Customer Relationship Management (CRM) and Helpdesk Management Solutions

Customer relationship management (CRM) is not something that is only used by the most updated and cutting-edge enterprises use to gain competitive advantage. It is now a necessity for survival. As a necessity CRM is a complex and a difficult means of conducting business. CRM is not just limited to software installation or customer touch point’s automation. It is about the reinventing an enterprise around its customer. Customer-centrism is at the core of CRM. However, it can be abounding with perils. Despite the challenges that may arise, we cannot revert to the old product centrism and that’s the reality. Both consumers and business entities expect service providers to be "consumer-centric". In this regard, it can be stated with conviction that CRM is here to stay. Consumers like any other category of entities in the process of buying and selling would hold the flexibility and freedom dear. In other words, they would want to deal with the service providers whenever and from wherever they would want. Organisations are expected be meticulous when it comes to keeping a track of the past consumer interaction and build on them as they progress. Consumers are well aware of the fact that they hold one trump card i.e. their "loyalty". So organizations that do not take steps to revamp their business process will simply face extinction through mass consumer defection. Thus, CRM in India has become a business necessity of the 21st century and it is not a competitive discriminator anymore.

As a part of CRM, web-based online Help Desk Management System is an inseparable and efficient customizable framework that uses a powerful Open Source Software OTRS. It aids in building a web-based ticketing system. The ticketing system’s prime foci are support management and servicing tickets of products and services. It also helps in maintaining internal issues. It aids in effective monitoring of Service Level Agreements (SLA) in a precise manner. Helpdesk in India is easy to use the tool. It documents error and requirement, it aides in automating the complete support lifecycle of the ticket with functionalities. The functionalities may include analysis and approvals, attachments, communications, description of work &/or problem &/or service, manage documents related to the ticket, online ticket creation, setting priority, tracking SLAs. The system would normally have email integration features and tickets could be generated by sending emails to a pre-designated ID, as well as with features to send an email notification to concerned individuals. Help desks play an important role in the IT department by providing the primary point of contact of the clients to analysts. This aids them to attend issues, complains, note down request and feedback. It has emerged as a powerful all in one multi-channel ticket management platform, which helps in inventorying all the customer interactions via e-mail, twitter, facebook, phone and chat platforms. The fundamental reason of these platforms is to enable the companies to foster relationships with present and prospective customers for growth and expansion and of course for economic reasons.

Tetra Information Services Pvt. Ltd. is located in New Delhi. We are working in Computer programming, web design. You can contact the company at 91-11-47521742. Website: www.tetrain.com.