In addition to the typical CRM processes, the solution includes activity and contact management integration with a back-office system that covers voucher production, customer contracts, and invoicing. The integration is based on Microsoft Azure services.
The Smart Data Provider tool was also included in the implementation, which is currently used to clean and refine customer data. In the future, Up Česká republika plans to use this tool for a unique method of scoring customers and leads based on artificial intelligence. This method should help with the prospective evaluation of potential and existing customers.
The implemented solution also covers customer support area. The Customer Service Hub application enables sophisticated registration, resolution, and sharing of customer requests from external and internal channels in one place with all CRM users.
“The launch of the Customer Service Hub has streamlined our work beyond our customers’ requirements. At the same time, it enabled me to gain online access to data for subsequent analysis of requirements and react to the needs of our clients, as well as a more detailed overview of the team’s work,” said Jana Gollová, Director of Customer Support at Up Czech Republic, s.r.o.
The new CRM system is now used by approximately 50 employees at Up in the Czech Republic.
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