mis report on crm dept. in automobile industry

M I S ReportM I S ReportCUSTOMER SUPPORT DEPARTMENTCUSTOMER SUPPORT DEPARTMENT

Abhijeet Sinha Abhijeet Sinha

CONTACT US:

Toll free number : 1800228080SMS : 'levercare' to 54555 (BSNL 4555)Address : PO Box No 1470, mumbai 400099Email: http://www.hll.com/contact_us.htm#

?? MIS is a refined orientation of available

sources of information which enables managers to tie planning and control procedures to operational systems of implementations.

CUSTOMER SUPPORT is part of company’s CRM that interact with customers for their immediate benefits, and it enhances the level of satisfaction- that is, the feeling that a Product & Service has met the Customer expectation.

Why CUSTOMER SUPPORT ?1. Difference from Competitors by better

CSS.2. Know the Consumer behavior/

Psychology

ReportsReportsCustomer QueriesCustomer FeedbackCustomer ComplaintCustomer Inquiries

Customer QueriesCustomer QueriesCustomer support Executive:-Employee ID:-Date:-

DIRECT CUSTOMER SUPPORT

CUSTOMER NAME

PERSONAL DETAILS

TIME OF CALL

QUERY SOLUTION FEEDBACK

T O T A L .

Customer QueriesCustomer QueriesCustomer support Executive:-Employee ID:-Date:-

TELEPHONE CUSTOMER SUPPORT

CUSTOMER NAME

PERSONAL DETAILS

TIME OF CALL

QUERY SOLUTION FEEDBACK

T O T A L .

Customer QueriesCustomer QueriesCustomer support Executive:-Employee ID:-Date:-

INTERNET CUSTOMER SUPPORT

CUSTOMER NAME

PERSONAL DETAILS

TIME OF CALL

QUERY SOLUTION FEEDBACK

T O T A L .

Customer DatabaseCustomer DatabaseCustomer Name:

Address:

Date of Birth:

DATE TIME MEDIUM QUERY SOLUTION FEEDBACK CALL ID

Employee DatabaseEmployee Database

EMPLOYEE ID

NAME MEDIUM TOTAL CALLS PER DAY

AVERAGE HANDLING TIME

SATISFIED CUSTOMER

AVERAGE CALLS PER DAY

COMMUNIATION/OVERALL PERFORMANCE

Daily Productive Report Daily Productive Report SheetSheet

DIRECT TELEPHONE INTERNET

EMPLOYEEID

TOTAL QUERIES

RESOLVED

QUERIES

EMPLOYEEID

TOTAL QUERIES

RESOLVED

QUERIES

EMPLOYEEID

TOTAL QUERIES

RESOLVED

QUERIES

TOTAL TOTAL TOTAL

“Our Company’s City wise Performance”

“Attention To Quality Department”

“”Alarming situation”” - SUPPLY CHAIN MGMT or DISTRIBUTION DEPT.

“May be these Complaints lead to stagnant or lesser sales growth of Company”

“Don’t wait for the Opportunities Just create Opportunities”:- BUSINESS DEVELOPMENT DEPT

“Thank you CUSTOMERS”Maruti Udyog Ltd. – Company’s Product

had problem with Gearbox. MUL made tie up with NISSAN & quality and sales enhanced in SWIFT Diesal and SX4

Dell Computers – Customer ordered their PCs from website-email service made an avg. of 2 & half calls to Company Support Center.

Coca Cola – Thousand of Customer calls said the company to don’t follow PEPSI and be with it’s classic product . Coca Cola re launched “Coke Classic” & sales touched the sky…..