I need a customer relationship management monitoring system to manage a series of sequential Interactions with our clients, each interaction type allocated to an agent (in a ‘Workflow’)...
2 ‘capturing’ members of staff capture incoming customer interactions: Email, Name, IDNumber, AccNum, and CellPhone , and the action the customer wants us to do (the 'Action'),
We need reconcile IDNumber and Action matches between the 2 ‘capturing’ staff members - highlight where 2 ‘capturing’ staff members don't agree on a report which they can discuss and correct between themselves
Depending on the customer Action, we carry out a series of Reactions in sequential order in a ‘Workflow’, each Reaction is carried out sequentially between the number of agents
Each agents must tick off their allocated reactions to confirm their action is completed before the next agents required action is highlighted
Ideal would be a program that can work like the ‘track sheet’ attached but all agents need to be able to update the ‘track sheet’ at the same time – we do not run off a shared folder but off Dropbox and Dropbox creates a duplicate spreadsheet for each.
Any other solution (i.e. online or OneDrive) that is *easy to implement* with low running costs will also be good
I need to be able to change the workflows sequences, the type of reactions and names of allocated agents regularly.
I must be able to make the changes outline above easily after the project is completed – licensing solutions are possible with strong counterparties (i.e.: Microsoft) but must form part of the quotation, and I should only have to call you back for structural changes (i.e.: will you need to adjust programming in future) - for changes above, I must be able to manage this myself.