Digital CRM

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CSPs, Communications Service Providers, are undergoing stress when it comes to dealing with increasing demands. As the pressure to keep operating costs low while fulfilling consumer demands continues to be an issue, most telecom providers are looking to technology to help maintain an efficient and effective workflow.

The rise of feature-rich CRM software is becoming the go-to answer. Most communications companies are now looking to utilise billing and CRM technologies in managing and controlling customer turnover. CRM solutions are now supplying effective tools for customer retention.

ESKA® Digital CRM is a vital and powerful convergent customer management system to achieve successful end-to-end customer care services.

It is a mission-critical customer care system that handles customer information, orders, inquiries, and accounts. This powerful system delivers advanced customer care services allowing telecom companies to quickly pass new service oﬀerings in a timely and cost-eﬀective manner.

By integrating with other powerful ESKADENIA Software systems such as ESKA® Business Manager for financial and inventory management, as well as third-party systems, you can ensure a smooth workflow. Thanks to this dynamic system you no longer need to worry about maintaining your accounts.

What does this mean for my telecom business?

ESKA Digital CRM’s flexible framework accelerates the process of passing new service offerings.

It also serves many types of parties from dealers to IT administrators. This powerful system covers many features that can help you to achieve optimal results.

Main Functionalities

ESKA Digital CRM’s main features are as follows:

Customer Information Management

ESKA Digital CRM facilitates the secure capturing and storage of new customers’ information, as well as powerful profile management, and flexible account hierarchy.

Customer Order Handling

ESKA Digital CRM provides telecom operators and other service providers with top-notch order handling capabilities such as order capturing, tracking, status checking, and order completion or cancellation.

Customer Case Management

ESKA Digital CRM provides a complete view of various types of cases, customer inquiries, and notes. It captures those cases and manages them extensively through a step-by-step tracking of all actions held against each complaint.

Customer Self-Management

ESKA Digital CRM provides a very rich set of open APIs to integrate with any customer self-management system including ESKADENIA’s self-care portal and mobile app, ESKA Self-Care.

Customer Interaction Management

ESKA Digital CRM facilitates customer interaction management through:

Omnichannel support: It enables service providers to facilitate customer engagement by supporting an omnichannel experience. This allows customers to interact with their service providers through several integrated channels at the same time such as physical location, eCommerce platforms, mobile applications, and social media.
Social media: ESKA Digital CRM supports monitoring and moderating all social media interactions with customers through the different social media platforms. It allows, for example, the creation of a trouble ticket out of certain customer interactions instantly (e.g. a comment on a post, a private message, etc.) if needed.
Interaction collection and storage: ESKA Digital CRM supports recording and storing all interactions with customers for further use in quality assurance and other related purposes.

Customer Insight Management

ESKA Digital CRM provides CSPs with customer insights to help them deliver personalised customer care experience. The system collects customer insights from a wide variety of data sources such as customer transactions, activities, and interactions to display them in more appealing and easy-to-read formats.

Moreover, the system provides a 360 data view to give you a highly detailed insight into all aspects of your customers’ information as needed. It does so by the use of customised data visualisation, personalised views, and omnichannel views.

Sales Management

ESKA Digital CRM provides sales management capabilities for both direct, i.e. POS, and indirect sales, through dealers and other business partners. The system also enables CSPs to manage related deposits; an essential part of any telecommunications service providers’ sales operations.

Receivable Management

ESKA Digital CRM enables CSPs to oversee their customer’s inquiries about their bills, invoices, and payment processes. It does so by integrating with your billing and receivables management system to collect all information needed to help customers through with their billing and payment related issues.