vCustomer intros CMS for retailers

vCustomer intros CMS for retailers

Solution is managed via a web-based interface and allows the retailer to manage customers across phone, IVR, SMS, email & web forms

Tuesday, April 29, 2008

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NEW DELHI, INDIA: vCustomer Corporation, provider of outsourced customer care solutions, has launched its Customer Management Software designed specifically for retailers.

Claimed by company to be first such solution to be offered in the Indian market that provides retailers the ability to leverage a single solution for managing marketing campaigns, order management, deploying customer surveys, scheduling appointments to managing their customer loyalty program.

The solution can be managed entirely via a web-based interface and allows the Retailer to manage customer contact across multiple-channels including phone, IVR, SMS, email & web forms.

vCustomer's Retail Solutions core platform has been used by their US based retail clients since 2003 with millions of transactions completed each day. It provides a robust, scalable architecture designed for high frequency customer interaction environments and comes with a comprehensive set of management tools, real-time dashboards and built-in analytics.

Developed using LAMP technologies (Linux, Apache, MySQL, PHP), the solution ensures interoperability and makes the solution operating system independent. Designed to be managed using an ASP model, the customer has full access to the platform from any location globally simply by having access to the Internet and their favourite browser.

Sanjay Kumar, CEO and Founder, vCustomer Corporation says, "vCustomer has leveraged their experience managing customer interactions for Fortune 500 Retail customers for over 8 years, to design what may well be the most cost effective and complete solution to manage ones customers. Retailers can use this product to enrich their customers' experience, understand their customer and build loyalty."

The solution comprises of five components --

Campaign Management -- Generates multi-channel targeted marketing campaigns and with real-time reporting and ROI measurements

Order Management – Manages orders placed via phone, IVR or the Web. Integrates with 3rd party PoS solutions and inventory tracking systems. Manages, tracks and analyses sales promotions and offers suggested sales choices to order entry agent.

Feedback Management -- Generates feedback forms and surveys automatically at the end of each transaction or customer interaction.

Appointment Scheduling – Enables centralized appointment scheduling for customers using a web based calendaring system that provides status to customers online or via an IVR

Customer Loyalty Management – Designed to help retailers track customer spend and manage special promotions and offers for loyal customers. Also manages point tracking and redemptions for frequent shopper programs.
©CIOL Bureau

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