Dynamics CRM for telecom company for HR and consumer management
At PNN Soft, we specialize in crafting custom business solutions that cater to the dynamic needs of modern enterprises. With profound expertise in CMS, ERP, and CRM systems, we created a custom and tailored Dynamics CRM solution designed specifically for mobile operators focused on HR and consumer management. Our team is dedicated to developing and enhancing systems that streamline complex business processes and enhance customer interactions.
Our client, a major telecom company with a vast customer base across the globe, approached us with a need to improve their customer service operations. As a leading telecom provider, the company required a robust CRM system to efficiently manage HR and consumer interactions, aiming to enhance customer satisfaction and streamline internal processes.
PNN Soft developed a Dynamics CRM system engineered to optimize customer service operations within mobile companies. This CRM system facilitates the efficient processing of client inquiries and enhances communication between operators and clients through advanced chat and call functionalities.
| Centralized Inquiry Management | Advanced Chat Functionalities |
| The CRM system centralizes all client inquiries, allowing operators to efficiently track, manage, and respond to requests. This centralization ensures no inquiry is missed, and each is handled promptly. | The integrated chat functionality allows operators to engage with clients in real-time. It supports multiple simultaneous chats, enabling operators to assist several clients concurrently. Features like canned responses and chat history enhance interactions with clients. |
| Enhanced Call Handling | Automated Routing and Prioritization |
| The CRM system includes robust call management features, enabling operators to handle incoming and outgoing calls effectively. It integrates with telephony systems to log call details, record conversations (where permissible), and provide follow-up actions. | The system intelligently routes inquiries to the appropriate department or operator based on predefined rules and the nature of the inquiry. High-priority issues are flagged and escalated automatically, ensuring critical matters receive immediate attention. |
| Comprehensive Client Profiles | Real-Time Notifications |
| Each client interaction is logged and added to a detailed profile, which includes historical data, preferences, and previous communications. This comprehensive view allows operators to provide personalized service and enhances customer satisfaction. | Operators receive real-time notifications of new inquiries, pending tasks, and follow-up reminders. This feature ensures that operators are always aware of their responsibilities and can manage their workload efficiently. |
| Integration with External Systems | |
| The CRM system integrates seamlessly with other enterprise systems, such as billing, HR, and ERP systems. This integration ensures data consistency across the organization and allows for more comprehensive reporting and analytics. |
Collaborated closely with the telecom company departments to understand their specific needs and requirements.
Leveraged Microsoft Dynamics CRM, ASP.net Core, EF Core, SignalR Core, SQL Server, and Apache Kafka to design a scalable and high-performance CRM solution.
Integrated the CRM system with existing infrastructure, followed by rigorous testing to ensure reliability and performance.
Successfully deployed the system and provided comprehensive training to ensure smooth adoption by the end-users.
| Microsoft Dynamics CRM | Utilized for superior customer relationship management, enhancing service delivery and customer loyalty. |
| ASP.net Core & EF Core | These technologies ensure the high performance and scalability of our web solutions. |
| SignalR Core | Facilitates real-time communication, crucial for effective chat and call functionalities. |
| SQL Server & Apache Kafka | These are used for robust data storage and efficient asynchronous communication between services. |
Enhanced Customer Service:
Improved Efficiency:
Better Data Insights:
Secure Access Management:
If your company is looking to implement a Dynamics CRM system tailored to your needs, PNN Soft is your ideal partner. We understand the unique challenges of managing HR and consumer interactions and are equipped to deliver solutions that enhance your operational efficiency and customer satisfaction.
