Customer Relationship Manager and the Customer Experience

TECHCOM Customer Relationship Manager – the intersection point where risk, decisioning and workflow collide with historical, current day and predictive data to provide the most comprehensive, automated and effective customer interaction and employee experience interface.

Manage all aspects of the customer life cycle and record all customer interactions on the TECHCOM Customer Relationship Manager.  Configure the TECHCOM Customer Relationship Manager to handle all aspects of the customer interaction at the best time and using the customers preferred contact method.

TECHCOM Customer Relationship Manager and the Customer Experience

Configure the TECHCOM Customer Relationship Manager to reflect the customer experience the way you do business.  Our powerful case, process and customer relationship management tool provides configuration capabilities that empower you with the ability to adjust and keep pace with the speed of business.  Our enterprise solution can be configured to manage the processes of one or more of the following account life cycle stages:

  • Marketing / Customer Acquisition
  • Origination / Adjudication / Account Management
  • Refinance / Renewal / Customer Service and Support
  • Preemptive Collections / Early Stage Collections / Missed Payment
  • Late Stage Collections / Recovery / Missed Multiple Payments
  • Fraud Administration
  • Vehicle / Asset Recovery*
  • Unsecured Legal
  • Secured Legal / Mortgage Recovery
  • Insolvency / Credit Counseling

Establish a 360° view of the customer relationship across all stages of the account life cycle that includes dynamic intelligent prioritization with multi-workflow capabilities and the ability to extend the platform outside of the enterprise to TECHCOM Cloud member agents who work on the platform real-time.

Use TECHCOM Decision Segmentation Workflow process manager and strategy engine to make intelligent workflow decisions that drive next steps for account data residing in or available to the TECHCOM Customer Relationship Manager.

Interact with the customer using the contact channel of their choice, when and how they want, with TECHCOM OMNI-One.  Use the TECHCOM Customer Relationship Manager to initiate, track and store all customer interactions and correspondence initiated via TECHCOM OMNI-One or any alternate 3rd party contact channel provider.

Provide feedback data available to the TECHCOM Customer Relationship Manager back to the TECHCOM Decision Segmentation Workflow process manager and strategy engine and make better informed current and future day decisions.

Track and report on a multitude of metrics available on the TECHCOM Customer Relationship Manager including portfolio performance, employee KPIs, audit and compliance exception data, next action or contact channel effectiveness using the TECHCOM™ Reporting and Analytics engine.  Leverage adhoc query capabilities or variable driven reporting to view current day data values – combine this with historical data and available 3rd party data sources to create a consolidated quantitative visualization.

Solutions

Questions? Contact us to learn more.

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