CRM is comprehensive help desk and lead management software that provides help desk agents and IT managers an integrated console to monitor and maintain the leads and IT requests generated from the users of the IT resources in an organization. The IT help desk plays an important part in the provision of IT Services.
It is very often the first contact the users have in their use of IT Services when something does not work as expected. The IT help desk is a single point of contact for end-users who need help. Without this, an organization could certainly face losses due to inefficiencies.
The two main focuses of Customer Relationship Management (CRM) are IT Request tracking and Lead Management. Using the following modules of CRM, Executives and system administrators can resolve issues of complex nature in no time and thus reduce the end-user frustration arising due to time consuming issue resolving process. They can also keep track of the needs of the Customers with the help of Lead management thus increasing the productivity of the organization. CRM is customizable and can be configured to meet most individual company needs.
Broadly CRM covers the following modules:
- Company Management.
- Sales Lead Management.
- User Master.
- Support System / Trouble Ticket system / Help Desk.
- My Account.