CRM - a software solution that enables centralised monitoring and control of customer support requests

Software solution that provides mechanisms for:

• human resources management in companies with a large number of employees whose time needs to be optimally deployed and utilized
• planning activities in the form of projects
• planning activities for each employee in the form of an order
• monitoring the realization of the planned activities
• recording and monitoring the realization of a large number of customer support requests
• monitoring and measuring process parameters - measuring the time taken for each defined activity
• quality management services (support to the standard the company applies)

The solution consists of the following subsystems and modules within these subsystems:

• Business address book of the company - It represents the records of companies, their departments, contacts and all data that enable contact with the client.
• Activities and monitoring of their realization - It represents a subsystem that enables the recording of planned activities and then monitoring the realization of the same. Activities are divided according to type and purpose:
• Tasks - It represents the most common type of activity and the smallest unit of work that is allocated to the resources for implementation.
• Help Desk Tasks - Activities that have the characteristics of the orders but are initiated by external users of the system (applied in the field of providing Customer Support).
• Sales Tasks - Activities that are specific to the business of a commercial service (Presentation, Lead, Oportunity, Contract etc.)
• Projects - Planning long-term activities and monitoring their realization in the form of a task tree (atomic activity).
• QMT (Quality Managment Tasks) - A type of activity that fully meets ISO requirements for monitoring degree of compliance / non-compliance with the standard. They provide mechanisms for managing the quality of services.
• Security administrative subsystem
• Configuration subsystem
• Reporting subsystem
• User Portal as a Transparency Mechanism