While many CRM and support desk products are available in the market, the customers and the end users are often not happy about them. Specific problems that customers have experienced are ;
Confusing interface for Employees
Products often tend to be with too much navigation. For leads communication you need to access one screen, for opportunities / Deals, some other screen, to check incoming email you access third screen and so on.
Email integration can be difficult
If you are using external email client like Gmail or Outlook, then getting those emails in the CRM can get tricky. Sometimes unwanted emails may go to the CRM system, and sometimes an important email may not be transferred to the CRM in time. If multiple email addresses are on same email (in CC fields), then tracking interaction becomes even more difficult.
Interactions are difficult to track
Because of above issues it is often difficult to track the interaction with ease on a specific deal, case or opportunity. Often it is difficult to search for an email easily. Various emails may remain scattered under different lead/ contact records and a unified view of a specific opportunity may not be possible.
Too much information needs to be captured
To create a deal/ opportunity / Case, you will need to create account, contact and attach it to the deal. Employees spend lot of time in capturing the data alone.
Difficult to setup
For some CRM systems the efforts involved in setup can be quite high. The setup menu can run in many steps making it complex for the business manager to set the system up.
In summary most of these systems, while providing a centralised platform, they also add to lot of confusion and increased search efforts by CRM users.
With partial email integration like above, you essentially spend half of your time scanning through your mailbox.
In our business (Where we have only 2 employees), in a span of 8 months, there were total 3000 email messages were exchanged with the customer (Both Incoming + Outgoing). By using Solastis the team is able to manage such a volume with significant ease.
Tejal, Siptel Director
Solastis is created to address these issues
You work on Single screen primarily
Case Management screen is the place, where all action happens. On left hand side there are cases and on each case you can carry out activities like email, notes, documents, SMS etc.
Your salespersons, support staff all will work on this screen. So salesperson can see sales cases while support representatives will see support cases. To achieve this you can either use selection filter or authorisation role to control access to cases.
Everything is Case Management
For every activity, a case is created. So you do not send messages to leads from leads module, and contacts from contacts module. Any new enquiry received will automatically get created as a new case and activities are carried out on it. The actions are updated in real time and you can see the status of each case easily.
Cases can be of two types, opportunity – which enables pipeline calculation, and service type which is used for support type cases.
Full email integration
Full email integration enables automatic retrieval of messages and attaching it to cases. You can use common email id like firstname.lastname@example.org or if you want you can use personalised email addresses like email@example.com In general we recommend using common email addresses. Once the email is setup, the incoming emails will be retrieved to CRM automatically, without you having to do any action.
Communication is automatically attached to the right case
If the case number is there in incoming email subject line (and this will normally happen if customer has used reply to function) then the email will automatically get attached to that case.
For the new enquiries, for which there is no case number in the subject line, the system can be set to create a new case automatically.
All interaction on a case is available at one single place
All interaction on a case is available on a single screen. All incoming and outgoing messages, appear one below other. You can search texts, context easily. If there are notes, documents attached or SMS sent those are also available on this same screen for easy access.