mis report on crm dept. in automobile industry
DESCRIPTION
Hi, This presentation describe what is MIS,MIS Report and Customer Care? How MIS helps the company in there various Dept? This presentation i made with my real industrial experience and my MBA education.TRANSCRIPT
M I S ReportM I S ReportCUSTOMER SUPPORT DEPARTMENTCUSTOMER SUPPORT DEPARTMENT
Abhijeet Sinha Abhijeet Sinha
CONTACT US:
Toll free number : 1800228080SMS : 'levercare' to 54555 (BSNL 4555)Address : PO Box No 1470, mumbai 400099Email: http://www.hll.com/contact_us.htm#
?? MIS is a refined orientation of available
sources of information which enables managers to tie planning and control procedures to operational systems of implementations.
CUSTOMER SUPPORT is part of company’s CRM that interact with customers for their immediate benefits, and it enhances the level of satisfaction- that is, the feeling that a Product & Service has met the Customer expectation.
Why CUSTOMER SUPPORT ?1. Difference from Competitors by better
CSS.2. Know the Consumer behavior/
Psychology
ReportsReportsCustomer QueriesCustomer FeedbackCustomer ComplaintCustomer Inquiries
Customer QueriesCustomer QueriesCustomer support Executive:-Employee ID:-Date:-
DIRECT CUSTOMER SUPPORT
CUSTOMER NAME
PERSONAL DETAILS
TIME OF CALL
QUERY SOLUTION FEEDBACK
T O T A L .
Customer QueriesCustomer QueriesCustomer support Executive:-Employee ID:-Date:-
TELEPHONE CUSTOMER SUPPORT
CUSTOMER NAME
PERSONAL DETAILS
TIME OF CALL
QUERY SOLUTION FEEDBACK
T O T A L .
Customer QueriesCustomer QueriesCustomer support Executive:-Employee ID:-Date:-
INTERNET CUSTOMER SUPPORT
CUSTOMER NAME
PERSONAL DETAILS
TIME OF CALL
QUERY SOLUTION FEEDBACK
T O T A L .
Customer DatabaseCustomer DatabaseCustomer Name:
Address:
Date of Birth:
DATE TIME MEDIUM QUERY SOLUTION FEEDBACK CALL ID
Employee DatabaseEmployee Database
EMPLOYEE ID
NAME MEDIUM TOTAL CALLS PER DAY
AVERAGE HANDLING TIME
SATISFIED CUSTOMER
AVERAGE CALLS PER DAY
COMMUNIATION/OVERALL PERFORMANCE
Daily Productive Report Daily Productive Report SheetSheet
DIRECT TELEPHONE INTERNET
EMPLOYEEID
TOTAL QUERIES
RESOLVED
QUERIES
EMPLOYEEID
TOTAL QUERIES
RESOLVED
QUERIES
EMPLOYEEID
TOTAL QUERIES
RESOLVED
QUERIES
TOTAL TOTAL TOTAL
“Our Company’s City wise Performance”
“Attention To Quality Department”
“”Alarming situation”” - SUPPLY CHAIN MGMT or DISTRIBUTION DEPT.
“May be these Complaints lead to stagnant or lesser sales growth of Company”
“Don’t wait for the Opportunities Just create Opportunities”:- BUSINESS DEVELOPMENT DEPT
“Thank you CUSTOMERS”Maruti Udyog Ltd. – Company’s Product
had problem with Gearbox. MUL made tie up with NISSAN & quality and sales enhanced in SWIFT Diesal and SX4
Dell Computers – Customer ordered their PCs from website-email service made an avg. of 2 & half calls to Company Support Center.
Coca Cola – Thousand of Customer calls said the company to don’t follow PEPSI and be with it’s classic product . Coca Cola re launched “Coke Classic” & sales touched the sky…..
