Asseco Customer Service Suit

Transform the way your financial institution manages customer service and support with the ACSS CRM for Banks. Specifically designed for the financial sector, this advanced customer relationship management system provides a comprehensive solution to track, analyse, and optimise every interaction, ensuring efficient and personalised service.

Key Features:

· • Integrated Customer View: Consolidate customer data from multiple sources, including internal databases, core banking systems, and customer interaction platforms, to gain a holistic, real-time view of each client. The 360° Customer View in ACSS CRM not only integrates data from various solutions but also tracks real-time interactions across different channels, activity history, service requests, complaints, and responses provided—ensuring faster and more informed customer service.

· Request and Complaint Management: Efficiently register, track, and resolve customer requests and complaints. ACSS CRM enables the categorisation of tickets by subject and priority, automatically assigning them to the relevant teams. Full ticket traceability ensures effective case handling, reducing response times and enhancing the overall customer experience.

· Customer Service Process Automation: Reduce operational workload by automating workflows such as request creation, notification dispatch, and request tracking. ACSS CRM ensures that all interactions follow standardised processes, enhancing service consistency and efficiency.

· SLA Management (Service Level Agreements): Define and monitor customised SLAs to ensure response and resolution times align with customer needs. ACSS CRM allows for automatic alerts to prevent breaches and generates detailed reports on SLA performance.

· Knowledge Base: Provide quick and accurate responses through a centralised knowledge base. Customer service representatives can access articles, FAQs, and procedures to deliver swift solutions, improving the first-contact resolution rate.

· Performance Analysis and Monitoring: Gain detailed insights into average response times, resolution rates, and customer satisfaction levels. ACSS CRM’s interactive dashboards enable teams to track critical KPIs and identify opportunities for service improvement.

Benefits:

· Enhanced customer experience through faster and more personalised service.

· Compliance with SLA-defined response and resolution times, ensuring efficient service delivery.

· Reduced response times and increased first-contact resolution rates.

· Improved operational efficiency with process automation and intelligent ticket assignment.

· Full visibility into customer interactions and needs for more proactive support.

· Real-time performance monitoring with intuitive dashboards.

Compatibility:

Seamlessly integrates with the Microsoft ecosystem, including Dynamics 365, Microsoft 365, and Azure, ensuring smooth integration with your existing business solutions.

Transform your financial institution’s customer service with ACSS CRM for Banks. Deliver more efficient and differentiated support, enhancing customer satisfaction and loyalty.