CUSTOMER CENTRIC

1. Software Solutions for your IT Challenges CUSTOMER CENTRIC Author: Parisha Shah parishas@miracleatwork.com | www.miracleatwork.com

2. Benefits with Customer Care (ONLINE ) • Easily Reach to the Customers and Prospects. • Educating Customers and Prospects. • Benefits for Customers. • Customer Relationship Management. • Customer Grievance handling. • Organize Feedback mechanism and surveys. • Increase in Revenues. • Other benefits: • Empower Sales team with Information. • Decreasing cost of operations for Complaints. • Fighting Competition & Generating Revenues. • Can provide good insight for purchase dept. www.miracleatwork.com

3. Easily Reach Customer and Prospects Customers and prospects can • Reach the website from any where, any time ( 24x7). • Be brought to the website through internet promotions. • Be told about the latest Products. • Easily and quickly get information of their interest. • Be kept updated by periodic broadcasts. • Be easily wished greetings, send reminders, etc. • Be told about opportunities like enrolling for Service etc. • Reduce Cost of communication. • Be attracted because of this facilities. • Be won from your competitors. www.miracleatwork.com

4. Educating Customers and Prospects Best, Effective and Economy medium for • Giving information on • Goal/Vision/Mission . • The glorious path taken for evaluation . • Success stories and Feedback of happy clients. • List of big and good customers who trust You. • How hard You work to meet the Client’s needs. • Loans & other financing schemes available, etc. • Benefits in Purchasing from You. • Important contacts and addresses. • Feedback/Complaints redressed. • Future growth like new Branches, new initiatives like Free Service/Checkup, Buy back etc. www.miracleatwork.com

5. Benefits for Customers • Safe & Worth Information sharing. • Customers can share/use the information without worrying of Authenticity, especially for purchase. • Easily reach You & Save time. • Customer can any time use online services and save from hassles of traffic and other factors than reaching your shop personally. • Hassle Free Choose & Compare. • No need to join queues at counters, supporting documents. • Easily compare all the features within their selected products. • Use Questionnaire to get suggestions. • Use at their convenient timings. • Customer can schedule their actions according to their convenience rather than doing at Your timings. • Take advantage of special schemes • Customers can be offered schemes like discounts, references, free upgrades, buy back etc. • Easily Communicate. • File Complaints, Suggestions, queries, without worrying about whom to address and where. www.miracleatwork.com

6. Customer Relationship Management • Give Feedback / Ratings. • Customers can give their feedback on their purchases. • They can rate the product. This information can be used for prospects, when they shortlist. • Register Your Customers. • Contacts like email / Alternate contacts, preference, timings . • All products they have purchased. • Their Feedbacks/Ratings/ Wish list. • Get their Wish list / reference. • You can request customers to give their wish list and estimate future. • You can request them to refer any products to their Friends. • Propose related products for their purchases. • Customers can be proposed/helped for products which go along with their purchase. Eg. Home Theater for customers with DVD players. • Customers can be proposed for Warranty / Service Extensions provided by You or OEM. • Start Online Promotions/Marketing • You can start online promotion campaigns like giving discounts. • You can use Internet Marketing to increase revenues. www.miracleatwork.com

7. Customer Grievance handling • Reduction in cost. • Most of the communication happens in soft format and on emails . • Less manual intervention. • Application of defined/New processes. • System can be build to support defined and new processes to track complaints. • It help you to improve After sales. • Track Complaints Process. • You can any time get Reports on how complaints are handled and how much progress is done to minimize the time taken in closing etc. • All the details for the complaint is available, so Executives don’t have to ask customers about the history of their complaints, which is very annoying. • Easy to communicate Status. • Customers with email addresses can be communicated about the updates of their complaints through mail, without manual intervention. • On call, Relationship Officer can quickly query their request and update the latest status. • Ease for Customers. www.miracleatwork.com

8. Organize Feedback Mechanism & Surveys • Generate important data like: • Which product adds to customer satisfaction after their purchase. • Which products / brands have strong product as per customer satisfaction. • Which products / brands are having faults and worth for price. • Which products / brands are most favoured among your customers across their type. • Which products are among the wish list of your customers & prospects. • Application of this invaluable information: • Give your prospects the information shared by your existing users. • You can easily guide them to get best out of their purchase. • You can track the nature of faults : • If within every delivered piece. • If particular to any Geography / Atmosphere, etc. • You can use important feedback and pass them to OEMs and increase your good will. • Use wish list for your sales projection. www.miracleatwork.com

9. Fighting Competition & Generating revenues • Prospects feel confident. • Prospects feel confident when they see important feedback/ratings given by the other customers around them. • You have implemented Customer care steps to empower your sales. • Outperform Competition. • You provide more than your competitors. • You have Information to forecast the future trend. • Generating new revenues. • Being online, You can focus on Internet Marketing and attract customers. • You can use Wish list to target particular sales and figure out purchase scheme accordingly. • Use resources in Core Activities. • Most of the simple queries are resolved by Help desk/online, which enables staff to concentrate on their Important Activities. • Announce World Wide presence. • Increase your Good will by declaring reachable from any where in the world 24x7. • Saving on operation Cost. • Save operation costs by making processes to use softcopies of documents and use valuable HR for critical Activities. www.miracleatwork.com

10. Other Benefits • Empower Sales team with Information. • Can provide good insight for purchase dept. • Give more time to visiting customers. • Evaluate processes to increase efficiency. • Add a big facility to the list of services. • Use savings in higher marketing to increase Customer base. • Provide World class services and get a big smile on Customer’s Face. www.miracleatwork.com

11. Customer Care This is just a glimpse of how you can change your Business. Customer Care can be a revolutionary step for you. To implement it for your Business & other details please contact: Parisha Shah info@miracleatwork.com | www.miracleatwork.com +91 9225609549 Thank You