Orchard CRM
The key to integrated service delivery that can be tailored to suit the needs of any organisation, contact centre or "one stop shop".
CRM is the only Customer relationship Management system specifically designed to meet the high demands of public services providers. CRM is an "open" system providing interoperability, portability and scalability. It complies with formal international standards and with the UK Government Interoperability Framework (GIF).
CRM service delivery:
- Identifies the caller, customer and service enquiry
- Records repeat contacts for a single enquiry
- Presents scripts and instructions
- Controls service delivery via workflow
- Presents information from different departmental systems with the same "look and feel"
- Provides "drill down" capability into departmental systems
- Resolves multiple references across diverse systems
- Records what has been done and by whom
- Gives an holistic view of customer service
- Generates prioritised worklists
All the information required to deliver an appropriate, efficient service is provided by arcCentre.
Features include:
- Contact Management
- Embedded Workflow Engine
- Enterprise Data Repository (EDR)
- Enterprise Application Integration
- Interfaces
- Workflow
- Computer Telephony Integration
- E-mail
- Electronic Document Management
- Graphical Information Systems (GIS)
- Management Information Systems (MIS)