The Customer Relationship Management (CRM) Platform by ATS

We like taking care of the finer details at ATS Services, especially when it comes to delivering technology-driven, end-to-end solutions, like customer relationship management.

When we built our technology platform, we wanted to look at managing all aspects of customer engagements that BFSI (Banking and Financial services) clients could need. The CRM can be used to manage customer prospecting, onboarding, ongoing revenue management activities – cross-sell, upsell etc. and collections.  

We also wanted a CRM that could be customized with ease to fit into legacy systems – as well it should because we used it in-house first! We also wanted a CRM that could function independent of system and device requirements.

So we went ahead and developed it. Based on real needs and built for actual, secure, and easy usability, the CRM developed by ATS can be tailored to fit the needs of an organization instead of requiring a systemic change.

We’ve built a whole host of features that make our CRM an engaging and easy tool to use. Here’s what you can expect.

CRM by ATS – User Benefits

  • Flexible Payment Options Outright purchase with annual maintenance fees or a monthly subscription fee under a SaaS (Software as a Service) arrangement, we’re happy to accommodate you.
  • Platform Agnostic The CRM can be hosted on the cloud (or locally, if needed) to eliminate dependence and investment in upgrading technology.
  • Compliant with ISO 270001 data security standards
  • Open source environment the system while meeting the highest security standards can also be deployed in Linux environment – thus significantly lowering total cost of ownership.
  • Flexible Usability Options Since our CRM can be hosted on the cloud or locally as a stand-alone solution or as part of a whole, it can be used as a platform or service. Regardless, of the hosting options you pick, you can still opt to pay a monthly fee if you prefer.
  • Customizable ATS Services has worked on over 200 different processes of BFSI clients and we are sure you will find a CRM flavor that will meet your requirement. However, in case you need a version suited specially for your needs we are happy to customize.

CRM by ATS: Product Features

CRM

We loaded our CRM with the features WE wanted to use initially. Turns out, we really love our toys at ATS. And through rigorous, real-time testing done on actual accounts, we can can stand by how well they work.

To learn more about the CRM, keep reading below. Get in touch with us if you’d like to get a quote. We’ll be thrilled to have a chat!

  • Data Import Allows upload of data (customer/account information of relevant accounts) for activities to be performed by the team. This module can also be  integrated with legacy systems in use such a Loan Management System or a lead management system.
  • Account Management This module provides facility to allocate data to specific queues for collection calling. An agent has options to escalate the case from their queue to their supervisor queue.
  • Queue Management Create various queues such as agent specific queues, strategy based queue or generic queues using the account management module. Added feature for pre-decided account prioritization.
  • Call Handling See a 360-degree view of the customer, i.e. all the relevant information like demographic details, product information, relationship detail along with contact history and previous-call comments.In case of predictive dialing through dialer this customer screen pops up automatically after CRM is integrated with dialer.This screen allows agents to take notes of the conversation with client and save all relevant information acquired during a conversation such as change in address, phone, customer complaints / requests etc. Agent also dispose the call on this screen with an appropriate call disposition code.
  • Integration with Multiple Contact Mediums Choice of integration with multiple dialer calling modes which include preview, predictive, and manual dialing. The CRM is also integrated with other communication mediums such as SMS and Emails so that agents can send templated emails and SMSs to the customer from this screen.
  • User Management Administrators can manage agents, create/edit/delete user records, configure the user profile, reset / change passwords, etc.
  • Response Logging and Track A complete trail of all contacts and corresponding outcomes (connected /not connected/ disposition code etc.) is maintained for each account along with follow-up date and time for regular follow-up.
  • Knowledge Base Integrated knowledge base for common questions, product features and tele-calling scripts is available for reference during customer conversation.
  • Controlled Access Each user has a pre-defined role and unique login rights to perform specific activities.
  • Real-Time Reports Observe individual as well as team performance real time in CRM.
  • Web-Based Our CRM is web-based and thoroughly tested on most internet browsers at different resolutions.
  • Search Facility Search customer records based on customer name, phone number, unique identification number etc.
  • Analytics Support Maintain a complete contact history with specific remarks, all demographic information and customer segments; this is used as a key analytical input for planning future campaigns.
  • Automated Dialing Our dialer is integrated with our CRM as an extended module. The dialer allows you to choose between predictive, preview and manual dialing modes. As shared earlier our CRM and dialer both can be used separately as well as in integration.

 

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Field Management Software

How the ATS Services’ Field Management System Ensures Customer Delight

Can technology, data, and analytics combine to deliver customer delight? The answer is a resounding “Yes!” from ATS Services.

Most often, however, this is not the case. While you get your pizza in 30 minutes, a pick-up from a financial institution is very rarely as smooth. How does this process play out though?

Imagine this Customer Engagement Scenario

Most of us who have ordered something online or have requested a home pick-up of documents are familiar with a scenario like this one. We receive a call from the concerned institution – let’s say a telephone company – who needs extra documentation to verify a new account sign-up.

Once the initial coordination has been done, you – the end customer – take all the necessary steps to ensure you’re available. You may have had to cancel your appointments or asked someone to pick up the kids from school because this concerns important documents that only you can oversee.

However, at the appointed day and time, no one turns up. Or even worse, the person responsible for the pick up is lost and you end up spending all your time coordinating directions with the requesting party.

The consequence of this scenario is usually frustration on all sides over wasted time. The added consequence is the loss of a customer who’s had a negative experience with your company.

Ensuring Customer Delight through Technology

Imagine turning the above customer experience around on its head.

Picture a scenario where your customer is more than just satisfied with the pickup; they’re actually delighted by the ease of coordination, the punctuality of the pick-up, and the minimal coordination effort required on their part.

But here’s the real kicker: the entire transaction – from call to pick-up – occurred within 30 minutes. This picture is completely possible and ATS Services can make it happen for you.

The entire process requires some of the following steps woven tightly together:-

  • Automated Resource Allocation
    Once a call comes in with a request, the closest resource to the customer is identified and dispatched by the system.
  • Automated Calling Ability
    The CRM-Dialler integration allows the field resource to call the customer as soon as the task is allocated.
  • Real-Time Status Updates
    You’re able to track when the call is received, when your field resource is on the task, when the pick-up has taken place, and what the customer feedback was, all in real time.
  • Data Security
    Data Security is a key concern in financial services industry, our system ensures minimal exposure of data while ensuring that details such as phone numbers and email ids are never visible.

Field Management Solutions by ATS

The Field Management System developed by ATS was built to achieve the tasks above with the end customer’s experience in mind.

Among its many features is the complete automation of critical tasks (e.g. field resource allocation) and ensuring the security of the customer’s data (the call is placed through the CRM which hides sensitive customer information).

We place the data in a controlled ecosystem and with very limited and secure privileges.

ATS Field ManagementOne of the most user-friendly features is that our Field Management System takes away all dependence on technological platforms. It isn’t built for devices; it’s built for browsers. As long as your workforce has a large screen phone with data capability (any make or operating system) you can start using the system the moment you decide that you want to use it!

Which all sounds really nice until you have to gut your existing systems to make room for new technologies. So it’s a good thing that we built the capability for our software to integrate with your legacy systems. And if that’s not what you want, the software can function independently as well.

Imagine a system so efficient, it sends your customer review ratings through the roof, because the smallest details of the cycle are taken care of within 30 minutes – just like your pizza delivery!

We’ve built just this at ATS for ourselves and our clients. Talk to us about how we can build it for you.

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