Introduction To Adura
Enhancier has brought Adura CRM exclusively for optimizing your business solutions by creating state of the art solutions for CRM, sales, marketing, order management, inventory management, email response management, social CRM and above all, managing customer lifecycle.
Telephony Solutions
Advanced inbound calling
IVRS branch from basic to multilevelDisplay pop up
Customer detection with a display pop up windowAdvanced outbound calling with CRM
Manual/ search based outbound call via CRMPreview calling
List upload based preview callingInbound call activity analytics
Multiple inbound call reports and dashboardReal time monitoring
Real time monitoring dashboard for data driven results
Define extension and queue
Configurable extension and queue definition panelEasy mapping panel
Configurable agent to queue mapping panelEscalation queue transfer
Managing escalation queue with warmCall features
Call hold, internal and third party call conference, internal and external call transfer featureTrack interactions
Track customer interaction for understanding customer behaviourList rectification
Enable filters for list rectificationEmail Response Management
Email allocation
Manual and logic based email allocation to agentsFlexible email response management
Supervisory option to flexibly manage email response among agentsEmail features
Option to manage rejected, allocated, locked emails flexibly
TAT Management
Analyzing and managing your turn around time & response timeVisibility of complete interaction
Track detailed customer email interaction for understanding customer behaviourAgent wise analytics
Agent wise work queue and response view for supervisorReminder setup
Follow-up and reminder set upTicket creation for email
Ticket creation and allocation for email casesEmail template
Custom auto response and email template managementEscalation matrix
Easy to escalate a query to higher levelConfigurable knowledge base
Enabling agent to access relevant contentUser profile reports
Customizable reports and dashboards for different user profilesRetrieve rejected emails
Ability for supervisor to retrieve rejected emails.
Social Media Support Solution
Real time social media tracking
Consistent track of data/ conversations from various social media like Twitter, Facebook, G+ or LinkedIn.Blog & discussion monitoring
Active monitoring of blogs/ forums/ discussion sites
Insightful social media view
View and response to all opted social data from selected channels (social media) via CRMAllocation of social post
Option to allocate social data to agents either manually or based on logic
Capture more detailed interaction
Detailed interaction capture for each response
Opportunity creation for social responses
Opportunity to create ticket for social responses
Configurable knowledge base
Knowledge base for agent’s response
Fully customizable social reports
Reports and dashboards
Opportunity to create ticket for social responses
Configurable knowledge base
Knowledge base for agent’s response
Fully customizable social reports
Reports and dashboards
Webchat Customer Support
Easy Customer detection
Customer data flashes with customer detection.Multi-chatting efficiency
Agent can handle upto 5 chats simultaneously.Chat history
Chat history available for a defined timeline.Single view interaction history
Single login customer view of multi-channels.Sharing and co-browsing
Document share and co- browsing enabled suggestive chat.Track chat traffic inflow
Chat queue allows both supervisors and agents to keep a track of traffic inflow.Intelligent chat drop detection
Dropped chat can be captured in the system and further processed to retain customer.Handle Social reference
Social reference is also possible in case customer has made any past social conversation on the brand.Case Management Solutions
Customizable ticket field
Creating and managing custom field tickets and support customer form.
Enhance ticket closure with survey
Opportunity to map survey on ticket closure
Effective implementation of Case management
Quick and easy case management flow set up.
Permission to users
Create/ remove/ modify ticket attribute and ticket comment permission to user
Manual ticket sharing
Agents can manually share tickets to another agents
Auto notification to customer
Notification set up to intimate customers regarding ticket status.
Ticket escalations
Easy implementation of escalation rule for agent to agent or team leads
Trigger TAT
Configurable generic TAT or business hours based TAT as per ticket requirement.
Configurable auto rule & mapping set up
Ticket auto-allocation based on allocation rule setup and rule mapping to particular users.
Configurable dispositions
Configurable disposition helps you take information required from agents.
Customized reports
Different user profiles can provide customized reports and dashboard as per business matrix
Ticket API
A ticket API is agents view point about the system generated ticket.
Easy inbuilt telephony access
Inbuilt telephony channel to reach customer anytime through the single panelHandle customer via social media
Social media complaint/ request handling (if opted for social media customer support)
Mapping Knowledge base
Mapping knowledge base to effectively guide agents
High level ticket filtration
Manual ticket allocation with advanced filters.Order Management Solution
Cross-channel order management
Seamless multi-channel order placement and management
Inventory management
Managing flow from manufacturer to warehouse inventory made simple
Order information history tracker
Consolidate all the interaction history related to order over any channel.Discount & promo code management
Trouble-free tax, discount and coupon code managementFollow-up management
Timely follow-up management based on reminders with notes
Share product announcements
Swift document library sharing on the flyConfigurable knowledge base
Knowledge base relating to SKU’s / orders/ terms and conditions of sales etc. to guide agents during live interactionAdvanced OMS analytics
Customizable reports and dashboards for different user profiles
Survey Management
Disposition trigger survey
Improved survey trigger after disposition triggerSmart multi-channel survey trigger
Survey trigger over choice of channels: email, SMS, IVR outcall and so forthSet up survey duration
Option to define time delay and expiry of the surveyConfigure survey body
Create/modify/ enhance the 100% configurable survey bodyIn-depth survey reports
Customer satisfaction dashboards for viewing survey response and reportsQuality Management Solutions
Quality monitoring and reporting
Enabling customized reports and dashboard for detailed quality checkAudit agent performance
Opportunity to audit agent performance for multiple channels of communicationInteraction quality assurance
Snapshot and detailed view of agent’s interaction for quality controlDefine quality criteria
Opportunity to define quality attributes and weightagesAccessibility to agent's activity
Intelligent access to voice files and response of agents interactions with customer for audit
Sales Cycle Management
Simple sales process set up
Easy administrative steps to set up a sales processRealistic sales funnel
Get accurate realistic projections through sales funnelCampaign management
Segmentation and campaign management through email and callCall Campaigns
Sales inquiry calls and cold call campaign served through same solution platformSingle panel lead interactions
Single view customer interaction ensures overall lead/customer record in same CRM platformSecure sales collateral sharing
Sharing documents securely on the flySmart follow-up and reminders
Update follow-up, appointments and reminders to increase customer engagement
Sales reports and dashboard
Discover reports and dashboards to get accurate sales analyticsLead management
Allocating and escalating leads to respective functions easilyCentralized Knowledge base
Centrally managed knowledge base that populates with reference to current interaction and ensuring effective sales callSorted active leads
Reduce work load with automatic sorted and filter active leadsSales activity tracker
Handy solution for keeping a track of daily sales activityTrack field sales performance
Continually monitor sales agent performance towards goalQuick and flexible process setup
Map and execute business process set up easily with sales crmWhy Adura?
Identify business process
We are the ones who will correctly identify your business process.
Map your business
We will map your business processes with the appropriate solutions that will aid in the path of gaining success.
Optimum support
We will give you optimum support in the configuration and deployment of services.
Customer behavior
We will help you to understand the consumer behavior, with aid of customer interaction data, analytics with reports and thereby boost up your sales in the long run.
Customer satisfaction
We promise to stand beside you while you can attain the highest level of customer satisfaction.
Customer relationship
We will help you to manage your customer relationship effectively and in a time-efficient manner.
Adura CRM Overview
