Customer Relationship Management System

Client

The client is the holding company for a wide range of leading international and local brands and businesses, and is recognized and respected for its longstanding contribution to the economic growth of the region.

The Company has its corporate offices inDubaiand Sharjah. The client provides central management services for all the member companies, in the following areas:

Group Strategies and Management support, Project Appraisal, Execution and Management, Finance and Treasury Function, Management Information Services, Quality System Management, Marketing Support, Information Technology support, Group Human Resource and Public Relations

Areas of business include:

Automobiles, Travel & Tourism(Sntta), Transportation (Budget Rent-A-Car, Prime Limousine), Logistics, Real Estate

Challenges

The client wanted the CRM application to manage their customers of various business units of the Company. The various business units are Automobile Company, Transportation,Toursand Travels.

Modules Covered:

• Help Desk - for all business units.
• SFA - for Automobiles rent and Tours & Travels unit.
• Service Handling and Customer self service - for Automobile unit.
• Ticket Sales and Reservation -Toursand Travels

What We Did

ANGLER studied the client business process and their requirements for all business units clearly. Based upon study, ANGLER customized the CRM product to client business process.

Key Technologies Used:

• AJAXwhere ever required.
• Legacy system (Oracle) Integration.
• Oracle is used as backend for the SNTTA Tickets sales CRM application with PHP.

Technologies Used

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Results

1. This CRM application is worked both Internet and Intranet, so that client can able to provide the customer service by 24x7. 2. ANGLER has provided the all the combination of the reports for all business units (SFA and Help desk) module to track the progress, analysis and decision making. Also, the reports are used for resource planning. 3. Special reports - Complaints (Help desk / Case), Summary Report and CCC. Analysis reports are used to make the better Pareto Analysis by the client. Customer communication: Application users can contact through the e-mail and SMS. Client have Etisalt account for SMS integration, ANGLER has integrated the Etisalt SMS into the CRM application.

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