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“Out of the Box” functionality
The Greentree e-CRM Service Portal has been designed for rapid implementation into almost any
service-based organisation. A range of standard data entry and enquiry functions have been developed
which can be easily customised and implemented into an organisations existing web site.The e-CRM
Service Portal operates on-line with the Greentree CRM Service and Support modules, providing realtime
access to allow users to log their own support requests, as well as monitor the current status of
vcalls, issues and other information.
Self-Managing Customers, one point of contact
 Your customers are able to login to a secure area via your web site and view the status of calls that they
have outstanding, plus enter new ones. Calls that are logged via e-CRM are automatically routed to the
appropriate department and person within your organisation, for review and/or action.This means that
not only are customers able to log new issues 24 hours per day (where appropriate), but the “double
handling” of calls via a help desk person is removed.
Managing a Reseller Channel
Calls can also be effectively managed for a channel-based support organisation. An example of this
scenario would be a computer hardware distributor that offers a warranty or repair service for products
that are sold via retail outlets. Goods may be returned for repair via the retail outlet and both the enduser
customer and the retailer need to track the status of outstanding repairs.
The reseller would be able to view that status of all product repairs or issues they have outstanding,
whereas the customer would be only able to view their own repairs.
Knowledge Base
An optional link to the Greentree Knowledge Base module is also available to assist in addressing and
researching issues immediately. This means customers may be able to resolve some issues themselves,
without the need to contact your help desk at all.
The Knowledge Base is completely configurable to limit the amount of information that is available to
customers, versus your own specialist staff.
Leading Edge Technology
The Greentree e-CRM Service Portal utilises web-based protocols to provide an interface that can be
easily adapted to a range of business requirements. A “web services” engine manages communications
between the main Greentree database and external web-based systems via a SOAP/XML transport
protocol.
The e-CRM Service Portal, being based on standard Web Services, allows your customers own systems
to directly integrate with Greentree via the Web. For example, your customer may have their own call
logging system, as you act as sub-contractor to them, and your customers call logging system can
directly create and update calls using web Services, from within their application. This seamless
integration across the web is the beginning of a new era of Web based business computing, with
Greentree leading the way.
The e-CRM Service Portal has been designed for implementation into organisations with minimal
effort required to add company logos or other key information. However if required, all the e-CRM
web pages provided can be easily changed by an experienced web-developer.
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