Customer Engagement

Process & customer relationship management (CRM) built around the customer experience

Transformational Customer Interactions – Next-generation intelligent and scalable CRM is fundamentally cloud aware, if not 100% cloud based, with open interfaces for integrating with other related services, such as collaboration; content, such as product specifications, or customer data; and network information, such as device location and user presence (whether a user is online and available to help solve problems).

The net goal is to deliver simple and immediately useful technology that supports natural human interactions for end users, that can be easily managed by IT, and that drives continuing business value.

Implementation

Whether they are delivered as pure cloud services or a hybrid combination of cloud delivery and on-premise deployments, next-generation CRM solutions are far more than the sum of their parts.

We go beyond strategy to launch scalable solutions that help your business see better and faster results from customer engagements. We align cross-functional experts to focus on what matters most to your customers, using technology that fits your needs, and builds on your capabilities.

Explore our Process & CRM solutions below:

01 Intelligent & Scalable CRM Systems

CRM that’s able to adapt and grow. Cloud-based technologies are redefining the value proposition of CRM systems. Innovative cloud-based CRM allows a company to spend only as much money as it needs for its current demand and prevents material capital expenditures.

Legacy systems restricted the flow, visibility and access to information about the customer interaction within the enterprise. Today’s tools, properly designed, bring real-time analytics from customer interactions directly to decisions makers. Because Scalable CRM is “on-demand” and browser based, the CRM system expands quickly to accommodate growth within the company.

Define, deploy and grow as needed.

02 Customer Experience Management

Because experience innovation improves customer performance. GreenEcho works with companies to design and implement technology solutions that improve both the customer and agent experience. We are unmatched in our field when it comes to customer experience management.
We have implemented the broadest solutions for some of the worlds largest companies. GreenEcho is a strategic delivery partner of salesforce.com. We provide full-lifecycle consulting services across strategic advisory services, operational strategy, program and project management, architecture and design, integration, delivery and change management.
  • Proven experience helping customers increase agent productivity, lower operational costs and increase service collaboration
  • Salesforce.com Silver Cloud Alliance Partner
  • Our consultants are certified on the Salesforce Platform™, Service Cloud, and KCS (Knowledge Centered Support principles)
  • Fortune 500 success stories

03 Outsourced vs Insourced

We have the knowledge to know which path works best with your company. GreenEcho combines the immediacy of cloud-based technologies with outsourcing expertise to evaluate non-core mission operations and assist in lowering overall operational costs.
The solution may be in-sourced where GreenEcho takes responsibility for the cost, management and day-to-day employment of a division on-site. If out-sourced is the appropriate method, then we will select a proven outsource firm to partner with. We have the experience and global reach to become a trusted member of your organization’s service delivery team.
Outsourced & Insourced solutions include:
Customer contact channels include: Live phone support, Social media channels, Voice self-service, Web self-service, & Chat and email service

Customer satisfaction and loyalty is critical to any businesses’ success. GreenEcho can enhance your Customer Service and build and maintain customer relationships through high-quality customer contact and resolution.

Customer service options include: Customer Service Portal: self-help, chat, email, voice; Sales Agents; Customer Contact Centers; and Business Intelligence Reporting

Continually expanding your customer base is vital for success. GreenEcho can help you improve your Customer Acquisition and maximize prospect conversion rates, boost the bottom line, and gain important market intelligence.

Companies increasingly struggle to deploy the accessible, trained resource needed to adequately support their installed technologies. As these technologies are pushed further into the field with the exciting deployment of mobile, there are even more mission critical and geographically disbursed technologies to support.

Our people, process and technology will improve the quality and enhance the responsiveness of your helpdesk, while providing a single point of accountability and complimenting your IT department.

Whether you use our fully trained Technical Support agents or your in-house Technical Support Department, GreenEcho can provide tools that allow for rapid problem-solving and deliver valuable feedback, which helps avoid costly service cancellations and product returns.

We provide you with integrated tools and services for Technical Support including self-help and live support (Internet chat, email, voice) for software and hardware support, installation support, troubleshooting, RMA handling, warranty determination and claim verification.