1 / 5

CRM Customer Relationship Management for e-proc: End-User Support Gianluca Ialongo

CRM Customer Relationship Management for e-proc: End-User Support Gianluca Ialongo CRM Manager – Consip SpA – Public Procurement Division. CRM Structure. Letters. Meetings. Web Self care. E-mail. Phone. eProc Portal. Oracle CRM. II Back Office Consip. Front Office. I Back Office.

tamara-rodriquez
Download Presentation

CRM Customer Relationship Management for e-proc: End-User Support Gianluca Ialongo

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. CRM Customer Relationship Management for e-proc: End-User Support Gianluca Ialongo CRM Manager – Consip SpA – Public Procurement Division

  2. CRM Structure Letters Meetings Web Self care E-mail Phone eProc Portal Oracle CRM II Back Office Consip Front Office I Back Office 72 persons 36 FTE Account/Category Technical support legal

  3. CRM Who Works in the CRM - Tasks • Public Procurement Division • Marketing • Information Systems Division • DWH and User Support • Public Procurement Division • Marketing • Public Procurement Division • Information Systems Division

  4. CRM Numbers*: Typology of Calls and SLA Percentage of missed calls<= 4% Call waiting time management>=93% in 20" "Waiting time for multichannel contact (no phone)" >=96% in less than 4h others in less than 1d" % missed calls1,4% 1 call solution 91,4% Average monthly requests 2014 SR33.259 II liv Consip 1.021 3,1% II liv Tech 950 2,9% * May2014 data

  5. CRM Trend

More Related