Enhances streamlined workflow

What are the best aspects of this product?

It has helped to increase the visibility of our business. We can better manage how customers interact with our business and address their issues in real time. With the customization aspect, it helps you to tailor it according to the needs of your business. The idea is to get an upper hand in terms of customer service by tracking what customers re doing and what they need for better service delivery. Through this tool, we can know the best way to communicate with our customers and monitor different groups of customers to see how well they are interacting. As a result, it helps us to analyze those trends and take action where the trend is on the negative side.

What aspects are problematic or could work better?

During our time in using this tool, there are a series of frustrations that come with it. Despite it being seamless and reliable in terms of functionality, it is slow. When managing data and issues of customers, you cannot afford to be slow. This tool even crashes at times without any reason which translates to inconvenience in terms of the workflow. Apart from that, it can paint a negative image towards our customers when they expect us to solve their problems within a short period. Due to the slow nature or the tool, we are unable to serve our customers within a short period which is not good for business. It would be nice if it was faster and have minimal crashes.

What specific problems in your company were solved by this product?

Oracle Siebel is what we were looking for in terms of streamlining our workflow. Before this, we had an in-house CRM which was doing the work but not as what this tool brings with it. We have been able to update and add new features to our system which has made us more efficient. With this product, our staff can attend to the queries of customers as they come in, in real time. This not only saves time but it also saves the effort of having to take care of these queries within a short period. We did not get this from our previous CRM and we can say that we are happy moving forward.

Are you a current user of this product?

Yes