For the Areas of Government, Sectoral Chambers and Nonprofit-making Organizations, TELESOFT e-CRM provides a wide variety of solutions for claims management, collections and survey generation.

As regards Government Institutions, they can have different channels to contact or communicate with citizens: telephone, on-line, one-to-one service.

The most widespread applications in this area are:

• Management of Queries and Claims: usually related to services, information on payments, billing problems, etc.
  
• Collections Follow Up: usually over the phone, to deal with delays in the payment of taxes.
  

TELESOFT e-CRM has the functionalities and technology required to provide solutions in the different areas where CRM can be implemented in these departments.

It is important to highlight the degree of integration required by CRM applications specially for tax management systems, for example.

TELESOFT e-CRM provides these integrations through standard integration components or components specially designed for the applications to be integrated based on COM, DCOM, XML technology, among others.

Relationship with Citizens
The different government departments usually have a free toll 0800/0810 line for citizen queries, where calls are recorded and queries on services and proceedings are dealt with.

Another CRM application related to Citizens is, for example, the Research on the services offered both by privatized and state-owned companies. This research can be conducted by telephone surveys or sending survey takers to strategic places or points of sale.

Main Functionalities:

TELESOFT e-CRM, with its products TELESOFT Customer Care , TELESOFT Market Research, TELESOFT Workflow and TELESOFT Collections, provides the functionality required by the different areas of government.

• Response to queries, claims processing and referral, with Standard resolution times and workflow included
  
• Customer Care
  
• Collection of unpaid taxes
  

• Contact Center
  
• Web access
  
• Applications in mobile devices.
  

• Customer Care (Response to queries and claims, 0800/0810, etc)
  
• Collections follow up with Telesoft Collections.