3rd July 2008
Really Simple Systems, www.reallysimplesystems.com, the UK's largest hosted CRM vendor, today announces the general availability of their Service & Support product, Really Simple Service & Support, enabling support teams and customer service help desks to deliver better customer service.
Really Simple Service & Support includes full Case Management. Cases are monitored and can be escalated to meet target service levels using a simple traffic light metaphor to show Case Status: green, amber and red. The system is SLA (Service Level Agreement) driven so that different requests and customers can have different target response times, and a proprietary Ranking system automatically prioritises Cases across SLAs.
Service staff can easily see what Cases they have been allocated and then see the full history of each Case on a dedicated Case page. Cases are automatically ranked for service staff using the ranking methodology defined on the customer's SLA. All Case activity is recorded, including the opening, assigning, closing and reopening of Cases. The manager dashboard show Cases that need attention and users who have too many outstanding Cases, together with real time response statistics. Managers can then quickly identify and reassign Cases, so resolving backlogs and meeting SLAs. The support staff dashboard shows new Cases, ranks open Cases and highlights problem Cases. Full reporting and analysis is included so that statistics such as time taken to close, Case types and Cases over SLAs can be reported.
City Credit Capital (UK) Limited, an established FSA regulated provider of the online trading of CFDs and FX has implemented Really Simple Service & Support with great effect in a highly competitive market place. The integration of Really Simple Service & Support into the City Credit Capital sales and customer service process, is key to the company's success and expansion of the business going forward. Julian Soper, CEO adds that "a good CRM system is the cornerstone of efficient customer service which underpins our organisation."
Honorata Glowacki, Compliance Analyst at City Credit Capital said "We needed a system for our support team to track customer service requests. We looked at a number of products but chose Really Simple Systems because it was easy to use and we had already had good experience with their sales and marketing systems. The alternatives that we looked at were not so suitable as well as being considerably more expensive."
Designed for small and medium sized organisations Really Simple Systems Service & Support has been designed to be easy and fast to use, both for everyday users and for managers. The unique simple design allows for fast loading times and fast data entry. As a hosted application the burden of IT support is removed from the customer, and by using one common database the distribution of applications and data to multiple offices and remote users needs no additional software.
John Paterson, CEO of Really Simple Systems, comments, "Really Simple Service & Support will help organisations look after their customers better by making sure that service requests are handled quickly and efficiently. We've designed it be fast, intuitive and easy to use, so that service staff can spend their time looking after customers, not the support system."
About About City Credit Capital
City Credit Capital (UK) Ltd is a UK based company, authorised and regulated by the Financial Services Authority (FSA) and specialising in Contracts for Difference and Foreign Exchange Margin Trading. The company works with financial institutions, brokers, institutional agents (category C firms) and financial advisers to increase their product range, providing their trading platform and associated products on a white label basis if appropriate.
In addition, City Credit Capital also offers its trading platform to the retail client, meaning that less established traders can also benefit from the numerous advantages of CFD and FX trading. More at www.cccapital.co.uk.
About Really Simple Systems
Really Simple Systems Hosted CRM is aimed at small and medium sized organisations with between 5 and 200 people
who want a straightforward hosted CRM sales, marketing and support system.
The hosted model is particularly suitable for companies with multiple locations and sales people who work remotely or at home.
Really Simple Systems is the largest United Kingdom provider of hosted CRM systems and has offices in the UK and Australia.
Users include the Royal Academy of Arts, the British Library, Citicorp and the Department of Health as well as many small and medium sized companies.