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Advantages

Create human-oriented service with SMART Customer Care

Creating a unified environment

for systematizing customer data of all departments and storing the history of communication with them
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Accelerating the business process

of processing service requests through consolidation in a centralized system

Creating the company's knowledge base

to improve the efficiency of the customer service process
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Standardization of the service delivery process

and control of the time spent in accordance with the SLA requirements

Preventing the loss of important information

and preserving documents on cooperation with customers throughout the company's lifecycle

Operational analysis and control

of the work of managers/operators using built-in tools
Functional capabilities

SMART Customer Care

A solution that allows you to manage all customer cases in a single window in real time. Simplify the process of providing service and support and build customer loyalty with the help of the solution's functional capabilities
SMART Customer Care
Customer base management
  • Management of accounts and contacts​
  • Contact and address information about customers​
  • Relationships between customers​
  • Full history of interaction with the customer (communications, history of negotiations, feedback)
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Communications management
  • Communication in different channels from one system​
  • Storage of the entire history of interactions in a single system​
  • Consolidation of requests from customers, appointment of a responsible employee​
  • Task assignment
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Service delivery management
  • A ready business process for service request processing from registration to providing a response​
  • Child cases​
  • Converting Emails and Phone Calls into cases​
  • Catalog of case topics​
  • Knowledge Base
  • SLA execution control
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SMART Customer Care
Multiple channels (due to additional connectors)
  • Telephony​
  • Email​
  • SMS​
  • Viber​
  • WhatsApp
 
  • Telegram​
  • Chatbot​
  • Messenger​
  • Instagram
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SMART Chat (additional module)
  • Incoming chat distribution queue​
  • Customer identification in an existing customer database​
  • Ensuring communication between an operator and a customer, searching for the necessary information in the system when preparing a response for the customer, reassigning a conversation to another operator, saving the history of communication with the customer in the system, analyzing metrics for effectiveness of communication between operators and customers
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Analytics and reporting​
  • Operator’s workplace – dashboard and activity plan​
  • Supervisor’s workplace – control dashboard and personal activity plan
ROADMAP

How is SMART Customer Care implemented

5 simple steps to better customer service
Microsoft 365, Power Apps deployment
Installing solutions and deploying the necessary basic Microsoft infrastructure.
1 step
Deploying
SMART Customer Care
Deploying an out-of-box solution. Checking the system's operation.
2 step
Data migration
Preparing initial data import templates and answering the questions.
3 step
Training
Providing training on system functionality for key users. Providing training for business analysts and administrators for further independent configuration of the system.
4 step
System Go-Live
The customer makes a decision on the system Go-Live.
5 step
PRICING

Select your plan

  • SMART CRM
  • SMART Connectors
  • SMART Modules

SMART CRM requires Power Apps per User or Power Apps per App licenses.

We recommend using Microsoft (Office) 365 for communications in Teams, integration with the Exchange Online mail service, and saving documents and files to SharePoint Online.

Blog

Articles and materials

3 min read
SMART Connector for Infobip: regular release of the SMART CRM platform
Successfully built communication allows companies to maintain existing and attract new customers. We continue to expand the functionality of the SMART CRM platform and connect current services and channels for effective interaction with customers throughout the entire life cycle. Today we are talking about updates in the line of SMART CRM connectors, a comprehensive platform for sales in the B2B, B2C segments and after-sales service. We are pleased to announce the next release of the ...
5 min read
Oleksii Vyhodskyi
Head of Informational Systems and Technologies, DTEK
We help to bring the light by optimizing important processes. Implementation of SMART Sales for DTEK
DTEK needs no introduction, because all of Ukraine feels the result of the titanic work of its specialists every day. Some of them are brave enough to repair energy facilities in the hottest spots, while others work hard to make this process as fast and efficient as possible. One of the results of such work is the DOPOMOHA (Eng. ‘HELP’) project. Its goal is to find and convince foreign colleagues to become donors to the ...
4 min read
Найважливіші оновлення в Microsoft Power Platform: огляд планів на квітень – вересень 2023
The most important updates to Microsoft Power Platform products: an overview of plans for April – September 2023
Microsoft Power Platform is set to receive a significant upgrade with the 2023 release wave 1 plans. This update will be launched between April and September 2023 and includes dozens of new features and enhancements. The update demonstrates Microsoft’s continued investment in digital transformation to support customers and partners. The release wave 1 builds on Microsoft’s commitment to breaking down silos between data, insights, and people and creating applications and experiences that add value to ...
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