CRM Customer Service

A complete business view for better customer service agility

Customer Relationship Management

As a CRM Solution Coheris CRM Customer Service helps you to:

  • Increase the efficiency of your customer relation center or call center.
  • Ensure the supplied service quality in any channel.
  • Capitalize on customer insight through an automated and simplified contact management.
  • Process incoming and outgoing contacts through multichannel supports with automatic analysis and classification of customer requests (text mining).
  • Structure your internal operational processes.
  • Optimize interactions and relationship with customers through the recommendation engine to help cross-selling (Next Best Offer).
  • Win new social media ambassadors.
  • Assess and analyze team expertise with KPIs.
  • Efficiently monitor your advisors activities through the business dashboards.

A CRM software built for your Customer Relationship

Customer service is a core activity for many organizations and especially the big ones. Boosted by digital transformation of customer experience and Big data, market is increasingly competitive, people become experts and retaining customers gets tough, yet, still remains a strategic added value to be handled with CRM solutions for companies.

 

Loyalty

Customer Service user desktop - Coheris CRM Suite

Customer Service user desktop

Create customer loyalty

through a remote customer relationship that meets customer expectations

Coheris – who deeply knows the concerns of user experience through its activities of Customer Relationship Management – decided to develop a CRM solution dedicated to customer services. A solution that helps to value customer information, turn each prospect into an opportunity and maximize the competitive edge.

Structure

Example of a

Example of a “ready to use” workflow

Structure internal processes

and monitor activities in real-time

Coheris CRM suite includes ready-to-use workflows adapting to your activity specifics. They ensure your business processes standardization and give your advisors the tool they need to deal with requests and delight customers in the process.

Optimize

requests and priority channels - Coheris CRM Suite

Customer Master Record screen – Latest requests and priority channels

Optimize cross-channel interactions

with customers and win brand ambassadors

Your teams equally handle mails, calls, emails and requests forms from your website.
Besides traditional channels encountered through the customer journey, you can access other live channels like the social-media outlets.

Through embedded social interactions and automatic classification, Coheris CRM allows you to:

  • Implement expert communities that offer on-demand consultation via the Facebook page of the company to foster customer engagement and interaction.
  • Value advisors mutual aid and contribute to their skills development by improving the flow to transfer savoir-faire.

Finally, Coheris tools dedicated to Customer Relationship are also an asset to your CRM Social strategy by offering connectors with major social media players to follow the opinions of your community fans and other members and therefore win new ambassadors.

Capitalize

Customer service qualification screen - Coheris CRM Suite

Customer service qualification screen

Capitalize on customer insight

and enjoy a 360-degree view of your customers

With the CRM tool for Customer Service offered by Coheris, your advisors get a global view of customer and prospect information regardless of the business approach – B2C, B2B or B2B2C. Summaries provide a gradual access to information based on the advisor need.

  • Tracking incoming and outgoing contacts represent the major asset of the customer relationship management software for B2C. When receiving claims or technical assistance requests; your after-sales service advisors can go through the customer products and subscribed contract. A detailed view of contact history allows tracking past and upcoming activities.
  • As to B2B approach, Coheris CRM Customer service gives your advisors the ability to master inter-company and multicontact networks. With its relational features, you can model relations through synthetic and graphical representation. For example, you become able to easily identify your customer parent company, known contacts and corresponding jobs.

Innovative modules for optimal proactivity

Resolutely oriented towards social networks, Coheris CRM Suite allows companies to enter into a digital relationship and enrich their customer knowledge. Thanks to advanced analytics features with a textmining module (text analysis) and data visualization with an integrated BI module (Business Intelligence), users benefit from the latest innovations in CRM and analytics.

 

Social CRM

Ecran Agenda - Coheris CRM Nomad

The social messages monitoring within the Social module

Social CRM

listening to the customer experience

Connected to the main social networks (Facebook, Twitter…), the social module can be used on Coheris CRM or standalone on any other CRM.

It allows you to read, qualify and convert Facebook posts into requests directly into the CRM.

This module allows social interactions management through the CRM application while providing a unified vision of all customers’ claims and requests in the CRM.

CRM Textmining

CRM Text Mining - Module Email - Coheris CRM Suite

CRM Textmining

CRM Textmining

Customer requests analysis and automatic classification

Coheris CRM includes a text mining module produced from the analytical solution Coheris Spad Real-Time.

This module, embedded with CRM, accelerates customer request processing when reading and classifying incoming messages: mails, web forms, Facebook or Twitter posts.

This new feature analyzes the customer message tone and automatically classifies them with a relevance rate.

Through a marchine-learning algorithm, the solution is gradually enriched, improving the relevance rate.

CRM Analytics

CRM Analytique - Coheris CRM Suite

Customer service reporting

CRM Analytics

CRM analytics and customer relationship management

Based on Coheris Analytics Liberty, its agile Business Intelligence solution, Coheris CRM suite integrates standard analyses and business dashboards, allowing supervisors to follow the most used KPIs in the customer service area and manage their performance.

The analytical CRM module responds to the most extended decision-making needs. It allows to go even further by creating and sharing all desired analyses .

GDPR Text-Control module

Ecran RGPD Text-Control - Coheris CRM Suite

GDPR Text-Control screen

GDPR Text-Control

GDPR and processing of sensitive data:

The Coheris RGPD Text-Control software solution can be used on all your applications (CRM, ERP, HR, etc.) to: :

  • • Monitor the free text areas of these applications and avoid the input of so-called sensitive data (health, sex, political opinions, etc., referred to in Articles 9 and 10 of the DGPS, or subjective comments or value judgments).
  • Allow data controllers to control these risk areas that may affect their company’s compliance with the new DGPS regulations.

Data Quality

Ecran DQM - Coheris CRM Suite

Quality data module

Quality data

A module for quality data

The DQM module identifies, consolidates and deletes duplicates to provide accurate, complete and controlled reference data.

The simple and ergonomic interface allows optimal duplicate processing before merging.

The flexible and scalable configuration has been designed to facilitate the search for duplicates and define merger rules, in order to meet all contexts.

CRM Mobile

CRM Mobile - Coheris CRM Suite

A Mobile CRM – Compatible Multi-Device

Mobile CRM

A mobile CRM to access data wherever you are

 Do your teams use portable PCs, smartphones or tablets? With Coheris CRM suite, you meet new business challenges regarding new uses for mobile devices.

The solution allows all users to access and interact with their customer data. With CRM on smartphone or tablet, salespersons, technicians or other remote workers, have real-time access to key information in order to manage their daily actions such as activities monitoring.

Access your data anywhere with Coheris CRM mobile application

Do your teams use a laptop, smartphone or tablet? Coheris CRM allows you to address the business challenges arising from the new mobile capabilities.

The solution provides users with the ability to access their client data and respond to interactions, share seamlessly information pertaining with the current sales, connect to other clients, be more efficient when working either from an office or on field, even without a network connection.

GDPR compliant functionalities integrated to the CRM

The General Data Protection Regulation is enforced since May 25th of 2018. Companies must now put in place measures to implement the personal data protection principles. Coheris CRM has implemented these principles in its software to help companies make their own business operations comply with GDPR provisions and requirements:

  • Collecting the individuals’ opt-in agreement.
  • Tracking modifications.
  • Process and control rights of access/data portability
  • Process and control the right to be forgotten

Simplicity & Accessibility

  • Omnicanality: social networks, emails and sms for a 360° customer vision.
  • Mobility and disconnected mode accessible in multi-device mode.
  • Easy integration into your IS with "On premise" or "Cloud" modes.

Compliant with the GDPR

  • Individual consent collection
  • Changes traceability
  • Access right management to data and the right to forget

A modular solution

  • CRM tool adapted to Customer Service, Sales and Marketing Forces
  • Complete and versatile CRM software for contact management, sales processes or customer support
  • Scalable CRM solution thanks to the different compatible modules

Download the product sheet

CRM Features

Marketing CRM

Un CRM Marketing pour faciliter la définition, planification et mise en place de vos campagnes. Suivi opérationnel et calcul simple du ROI des campagnes.

Sales Force CRM

CRM Forces de Vente : une Connaissance Client complète pour les commerciaux issue du partage/enregistrement d'informations tout au long du parcours client.

Textmining CRM

Textmining CRM allows you to analyze and classify the important messages of your customers and prospects in order to gain reactivity and relevance.

Analytical CRM

Key step in developing a sales and marketing strategy as well as a good customer knowledge, analytical CRM is a decision aid.

Social CRM

Enhance consumer engagement, identify influencers throughout your industry, and find new business and marketing approaches.

Coheris CRM Suite

Coheris CRM offers a full-service platform to effectively and optimally build, anticipate and monitor cross-channel customer relationship.