Advantages

Create a truly human service experience with SMART Customer Care

Unified environment

for systematizing customer data across all departments and storing the full communication history.

Faster service workflows

through the consolidation of customer requests in a centralized system.

Knowledge base creation

to increase the efficiency of customer service processes.

Standardized service delivery

and time tracking in line with SLA requirements.

Prevention of information loss

and secure document storage throughout the company’s lifecycle.

Real-time analytics and control

of manager and operator performance with built-in tools.

Functional capabilities

SMART Customer Care

A solution that allows you to manage all customer requests from a single window in real time. Simplify your service and support processes while strengthening customer loyalty with the system’s powerful features

Manage customer base

Maintain records of legal entities and individuals
Store customer contact and address details
Manage relationships between customers
Full history of interactions (communications, negotiations, feedback)

Communication management

Handle communications across multiple channels in one system
Store all interaction history in a unified space
Consolidate customer requests and assign responsible agents
Assign tasks

Service delivery management

Ready-to-use business process for handling service requests from registration to feedback
Linked (child) requests
Conversion of Emails and Phone Calls into service requests
Catalog of request topics
Knowledge base
SLA compliance control

Multichannel communication (via additional connectors)

Telephony
Email
SMS
Viber
WhatsApp

Telegram
Chatbot
Facebook Messenger
Instagram Direct

SMART Chat (additional module)

Incoming chat queue management
Customer identification within the existing database and access to full interaction history
Operator–customer communication with quick information search for faster responses
Chat transfer between operators with full dialogue context retained
Analytics and communication performance metrics

Analytics and reporting

Manager workspace — monitoring dashboard and personal activity plan
Supervisor workspace — monitoring dashboard and activity plan

ROADMAP

How SMART Customer Care is implemented

5 simple steps to better customer service

1 step

2 step

3 step

4 step

5 step

Microsoft 365 & Power Apps Deployment

We install the solution and deploy the required Microsoft base infrastructure.

Solution Deployment
SMART Customer Care

We implement the out-of-the-box solution and verify system performance.

Data Migration

We prepare templates for initial data import and assist with related questions.

Training

We conduct functional training for key users, as well as sessions for business analysts and administrators to enable independent system configuration.

System Go-Live

The client decides to go live.

Modules: expanding opportunities