This module is aimed at carrying out personal customer care and prospect service in Branch Offices or Agencies. The different managerial areas monitor and obtain information on service in Branch Offices and Agencies at all times. This module also works in conjunction with the rest of TELESOFT e-CRM modules in order to achieve an integral Customer/Prospect service.

CUSTOMER MANAGEMENT IN BRANCH OFFICES

The service process consists of:

- Recording customer visits and reason for their visit.
- Referring customers to the appropriate service queue depending on the strategy outlined.
- Recording waiting time and serving time.
- Branch managers' monitoring through different performance indicators.
- If the different TELESOFT e-CRM modules are available at the time of providing the service, the representative is able to view the different campaigns and alerts which the customer may be assigned to in order to act proactively in providing information.

INDICATORS

This tool contains reports to obtain information on:

Queries according to:

- Date.
- Type of query.
- Product.
- Reason for visiting the branch office.
- Representative or management personnel.
- Number of customers under the following status: "waiting", "being served" or "lost".
- Average waiting and service times.
- Number of customer and prospective customer visits.

Representative or management personnel reports on:

- Number of visits.
- Visitors served.
- Visitors that left the branch.
- Visits per product.
- Average waiting time.
- Down time.
- Representative availability.
- Other "non-availability" status.

Others

- List of clients with multiple visits on the same day.
- Transaction history per customer.

ALGORITHM

The different service queues may be defined based on the customer attributes and the reason for their visit.

Attributes according to:

- Type of product.
- Reason.
- Profile to be referred to.
- Type of customer.
- A combination of the above.

EXCEPTION MANAGEMENT

This application allows defining the following service exceptions:

- Maximum number of waiting customers that can skip a customer about to be served.
- Representative or management personnel's ability to alter the service line order.