Video Engagements and Conferencing Solution, Contact Center Solutions, Call Center Solutions, CRM, Contact Center Automation, Complaints Management Module

How important is the quality of customer engagement for the success of your business?

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Beyond our shores and in developed countries, Video banking is being increasingly used by financial services organizations, such as banks, credit unions and building societies, to interact remotely with their customers or members over a video call in order to perform a transaction or offer consulting services.

Simon Separghan, Director of Global Contact Centres & Omni Channels of Barclays Retail Bank said that “Customers continue to demand human touch and empathy and there is significant benefit to provide not only a voice, but a face of Barclays. The majority of our customers who experienced video banking now demand that their future servicing activity takes place via a video interaction. And If I take a like-for-like servicing.  Request via traditional telephony vs. video banking, the NPS is almost double. It has incredible value for us as an organization.”

The fundamental purpose of video banking is to create a seamless, high-quality, convenient and easy-to-use customer engagement experience. Therefore, it is quite logical to see growing interest in this emerging channel from financial institutions that are looking to increase their overall customer satisfaction and retention.

So we present to you this joint report that was co-authored by Efma, a global not-for-profit organization of retail financial services companies, CUNA Strategic Services, a US organization providing credit unions with access to high quality products, services and technologies and Vidyo, a leading video communications technology provider.

Through this research, they made a distinction between two ways of delivering video banking services:

In branches: on Kiosks and ATMs or in office branch visits where remote subject matter experts can join any discussion

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Remotely, from wherever the customers need to join: on their mobile devices, or from their homes or offices.

The report highlights recent key trends in video banking adoption, bankers’ evolving perception towards this channel and the results observed by those who have already deployed a video banking service.

The 2017 data was collected through an online survey of 282 bankers from 63 countries, which was conducted from December 2016 to January 2017. Read the 2017 report titled “Video Banking: Advancing on the road to maturity”

 Similarly, the 2016 data was collected from 136 bankers across 52 countries, from January through February 2016. More comprehensive results from the 2016 survey were released in another report issued in 2016, titled “Video Banking: The next chapter in a bank’s digital transformation”.

 Contact us now for a copy of the report or send  us your email so that we can email it to you. 

Call Center Solutions, Complaints Management Module, Contact Center Automation, Contact Center Solutions, CRM, Social Media Engagement

Empower your Call Center agents for quality services delivery

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For quality customer service across your touch points whether through mail, social media, call/contact center or walk-ins. You must, i repeat,  must empower your call center agents and relationships managers to succeed.

As a business analyst in several requirements gathering sessions and CRM road map planning, we have seen and documented a lot of shocking pain points that come up, when brainstorming with the end users themselves; the agents and their supervisors.

One agent in a Bank (i can’t mention the name) had to always open 5-7 different windows to handle a complaint. Only those in this line of business can understand the pressure these agents feel when an irate customer who is threatening fire and brimstone is at the end of the line. The funny fact is that sometimes if not most times, she wont be able to resolve the case on the call due to the banks policy. She would have to keep apologize with a promise of a 5 working days SLA and an email to the department concerned.  If the customer were to call again, he/she may have to speak to another agent and repeat her story.

One other agent  had to always stand up from her seat, go to a central system to get an information due to the bank’s policy.  The snags experienced in Email management and escalations is on another level that we do not have time ad space to cover! These pain points can cascade to heaven without automation. Bottom-line is that the business keeps suffering as quality will drop, customers will be unhappy and agents demotivated.

So, how can we help these agents to be at their best to render quality service?  The answers is “Agent enablement”

By Empowering your agents with tools(technology), guidance(business rules with SLA) and data they need to resolve issues on one call , they are enabled to offer quality services to your customers. So arm them with information of your customers and also their interaction history to ensure first call resolution. So that in cases of serious unresolved complaints, customer wouldn’t have to repeat their stories all over to different agents at different times of contact. Armed with the right tools, Agents can  speed  up resolutions and deliver a more personalized, effective level of support using service software that accesses all customer information in one place—even pulling data from systems outside customer service unit.

That service software is Microsoft Dynamics 365 for Service!

Agent enablement with Dynamics 365

With business  tools from Microsoft Dynamics 365 for services, we can bring all the information agents need to manage a customer to a unified screen through integration and business processes and rules that will

  • Support agents with a visual interface that delivers role-tailored experiences
  • Help Agents manage cases faster and provide differentiated levels of support
  • help reduce AHT with speed resolution using machine learning and advanced analytics capabilities

CRM case management dashboard

Do you want to find out how ?

Contact Scimitar Global Service Limited now by dropping your contact details here. We will follow up with you to agree on a discovery session with your stakeholders and business unit heads to look at your road-map and a roll out plan base on your areas of priority and quick wins .

 

Get connected

Twitter: http://twitter.com/scimitargsl

Facebook: http://www.facebook.com/scimitarglobalserviceslimited

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LinkedIn: https://www.linkedin.com/company-beta/10966281/

Call Center Solutions, Contact Center Solutions, Microsoft Modern Business Solutions, Video Engagements and Conferencing Solution

A CRM is the first step towards becoming a customer-centric company.

Sales force empowerment 1

Have you tried to speak with any of our Telco’s or Banks  either by telephone or walk in into their branches for a complaint or enquiry and the line drops or you finish the call or visit and on calling back to follow up later when your issue has not been resolved. You had to repeat your story all over again to the same person or another?  That Service provider does not have a robust CRM.

If you have called a service provier in Nigeria and the customer service person  or relationship manager greets you by your name armed with the latest update based on your interaction history available on her screen or tablet, to serve you proactively. That, in my opinon is customer centric company and they definitely have a robust CRM!

What is a CRM ? A CRM simply means Customer Relationship Management!  It can be a person, technology and process used by customer-centric companies who understand the need to capture, manage and track activities from lead generation in a sales cycle to close and support ( after sales) which also  creates repeat business.

A CRM is a multifaceted platform with data driven categories integrated to streamlined processes where everything crucial to developing, improving, and retaining your customer relationships are stored and available to employees.

CRM tools make the customer-facing functions of business easier. They help you:

  1. Centralize customer informationCRM report1
  2. Automate marketing interactions
  3. Provide business intelligence
  4. Facilitate communications
  5. Track sales opportunities
  6. Analyze data
  7. Enable responsive customer service

 

Running a successful business is no simple task.  With marketing campaigns, data analysis, meetings, customer care, and more all happen simultaneously, your business really need a robust and powerful CRM solution to bring all these activities and functions together in one environement. Not in silos or multiple applications , multiple screenss for diferent functions which makes it combersome to piece together information to serve customers.

As a Microsoft partner, Scimitar Global Services Limited offers Microsoft Dynamics CRM now called Dynamic 365 to Businesses. Microsoft Dynamics CRM is part of the Dynamics family that includes enterprise resource planning (ERP) products such as Microsoft Dynamics AX, Microsoft Dynamics GP, Microsoft Dynamics NAV and Microsoft Dynamics SL. All theses are now merged into Dynamics 365 as a cloud-based ERP and CRM enterprise system; built by Microsoft for maximum flexibility and extensibility.

Dynamics CRM comes out of the box with three modules of Sales, marketing and Customer Service and is available in the cloud (known as Microsoft Dynamics CRM Online) and on-premises, as well as in a hybrid cloud version.  You are to decide wht deployment option  you want based on your road map and requirements as well as budget and ROI expectations.

The Sales module is used for Sales force automation, Customer Service Module  is used for Contact center automation and complaints management as well as after sales support. The Marketing module on the other hand is for Marketing automation which syncs into the sales module with One data available across board. This is why it has the capacity to give customer-centric companies 360 degree view of their customers, ensuring efficiency, customer satisfaction and loyalty which definitely increase revenue and a return on your investment on a robust CRM solution like Microsoft Dynamics 365.

The benefits of a CRM can never be over emphasized as you may miss growth opportunities and lose revenue just because you’re not keeping tabs and maximizing your business relationships kept by your employees, no mater the size of your business.

Imagine misplacing customer contact information, only to learn that your delay pushed your client into the arms of a competitor. Or, picture your top two salespeople pursuing the same prospect, resulting in an annoyed potential customer and some unfriendly, in-house competition. Without a centralized program where your people can log and track customer interactions, your business falls behind schedule and out of touch.

A customer relationship management (CRM) system is designed to integrate and automate sales, marketing, and customer service and you need to speak to partners like Scimitar Global Services Limited (SGSL) to go over your CRM road map as there are so many other consideration than just purchasing software. At that level, what you have bought is called Vanilla solutions. No workflows, No business rules, No customization , No integrations and No Intelligent reports.

When planning to implement a CRM solution, you must choose the right solution and the right implementation method that will power up your business and enable you to achieve your strategic business goals. Implementation should be considered an ongoing program and not a project because of the dynamics  nature of both the customer and the market. Your business should be event-driven (customer triggered and System triggered) For example, a customer buys a product with his card, your CRM should trigger a workflow to the sales team to call him and pitch a loan or an installmental payments for the purchase.

Financial institiutions abroad are taking it further with Next Best Action (NBA)  in CRM from VeriPark (one of my Microsoft ISV partners for CRM), which is is focused on using sophisticated rules, analytics and algorithms to better predict customer needs and in turn offer more relevant actions and offers leading to improved wallet share and loyalty. It leverages Azure Machine Learning capabilities to recommend what to do next for a customer in context.​

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Microsoft Dynamics 365 delivers the full spectrum of CRM through five individual apps—Sales, Customer Service, Field Service, Project Service Automation, and Marketing —that work seamlessly together. So you can buy just what your business needs now, and add others as those needs grow.

Talk to us now for a discovery session with your stakeholders and business unit heads to look at your roadmap and agree on a roll out plan from the areas of priority and quick wins .

You can leave your details below. We will contact you.

By the way, ISV means Independent Software Vendor! it means the partner has patented a Microsoft software and #typeapprovedatredmond. I will b sharing some of their value adding FSI solutions in the coming days and weeks.

Get connected

Twitter: http://twitter.com/scimitargsl

Facebook: http://www.facebook.com/scimitarglobalserviceslimited

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LinkedIn: https://www.linkedin.com/company-beta/10966281/

Contact Center Solutions

Contact Center lease Service. An on-prem’ service option from Scimitar Global Services Limited(SGSL)

Do you need a standard contact center solution and worried about the high cost of implementing one for your organization with all the nice features without breaking the bank? Are you still using PBX and GSM phones and boxes as Contact center.agent.jpg

Do your customers have to repeat their stories every time they call your business?  CRM landing page.png.jpg

Do you have interaction history of your customers for complaints management and resolution?  CRM case management dashboardDo you have back office integration that supports your customer facing team for quick service delivery? How about historical data and reports with business insights about the voice of your customers and their interactions?

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 We have good news for you,  no more DOA Budget. Make a case with our OPEX model for mid-markets.

Sign up for our Contact center lease Service to own yours and use without huge investment in! implementing  your contact center solution with all the whistles and bells!

SGSL Contact Center Lease Service.jpg

Drop your details so that our solution consultants can connect with you for a best fit analysis and solution. You will be live in 3 weeks all things being equal within our terms and conditions.

Also get connected with our Social media Pages. Kindly Like and share, follow and Re-tweet our posts.  You stand a chance to win a mobile phone. Thank you😘😘😘

Twitter: http://twitter.com/scimitargsl

Facebook: http://www.facebook.com/scimitarglobalserviceslimited

Google: https://plus.google.com/scimitarng

Instagram: https://www.instagram.com/scimitarglobalservices

LinkedIn: https://www.linkedin.com/company-beta/10966281/

Contact Center Solutions

Contact Center lease Service. An on-prem’ service option from Scimitar Global Services Limited(SGSL)

Do you need a standard contact center solution and worried about the high cost of implementing one for your organization with all the nice features without breaking the bank? Are you still using PBX and GSM phones and boxes as Contact center.agent.jpg

Do your customers have to repeat their stories every time they call your business?  CRM landing page.png.jpg

Do you have interaction history of your customers for complaints management and resolution?  CRM case management dashboardDo you have back office integration that supports your customer facing team for quick service delivery? How about historical data and reports with business insights about the voice of your customers and their interactions?

CRM report1.jpg

 We have good news for you,  no more DOA Budget. Make a case with our OPEX model for mid-markets.

Sign up for our Contact center lease Service to own yours and use without huge investment in! implementing  your contact center solution with all the whistles and bells!

SGSL Contact Center Lease Service.jpg

Drop your details so that our solution consultants can connect with you for a best fit analysis and solution. You will be live in 3 weeks all things being equal within our terms and conditions.

Also get connected with our Social media Pages. Kindly Like and share, follow and Re-tweet our posts.  You stand a chance to win a mobile phone. Thank you😘😘😘

Twitter: http://twitter.com/scimitargsl

Facebook: http://www.facebook.com/scimitarglobalserviceslimited

Google: https://plus.google.com/scimitarng

Instagram: https://www.instagram.com/scimitarglobalservices

LinkedIn: https://www.linkedin.com/company-beta/10966281/

Call Center Solutions, Contact Center Solutions, Entrepreneurship, Microsoft Modern Business Solutions, Queue management, Small Business, Training , Development and Empowerment, Video Engagements and Conferencing Solution

Who we are and Why we are here!

Hi, my name is Chinedum Amachi , I am the MD/CEO of Scimitar Global Services Limited (SGSL).  I am a business solutions professional with over 12 years experience across Telecoms, ICT, BPO and engineering fields. wd.jpg I have worked with and led teams in accomplishing milestones in demanding environments.

Scimitar Global Services Limited (SGSL) was birth in December 2013 as one of the vessels to our treasure Island and we just set sail. Our voyage started officially in January  2016,  while I was in paid employment and by January 2017, I decided to go fully to grow the business to full potential. A decision i should have taken by January 2016.

Why am I here? Simply put, “To share value adding contets of our modern business solution to you”. So this is one of my “P” mixes; a channel to connect you with value adding contents on our modern business solutions for your business.

So I will be sharing best fit and value adding contents from SGSL about leveraging technology for your business as designed by our OEM partners. OEM actually stands for Original Equipment Manufacturers, the owners of the software application we carry.  I am hoping that you will see some value solutions that matches your pain points  and you will contact SGSL for scoping, implementation and support at it were.

Here are our value adding solutions to your business:

Microsoft Dynamics 365 (Sales force Automation, Complaints Management , Marketing management and Social Listening. )Microsoft 2.jpg

 

Contact Center Solution  (for Inquiries, complains management and Telemarketing)

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Video Engagement Solution (conferencing, Online meeting , Diaspora support)

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SmartMessaging Omni-marketing Platform ( SMS, email, Chat, social media)

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Queue Management Solution

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Automated Transport Management Solutions (No 1 Online Bus Booking automation)

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As your systems Integrator and modern business solutions partner, i promise to provide you with technology driven solutions to improve your sales revenue and customer loyalty to your business and sector.  our model of engagement will give you more time to focus on your core business; facing other pressing needs for your satisfaction while we support you.

Our team of professionals (both local and foreign) are trained to look at the entire business and to design solutions that are specifically suited to your unique business needs within our technology and solutions space.

As the captain, my responsibilities are to launch, grow and support the SGSL brand, build business strategies and relationships with strategic direction, performance and sustainable development to maximize revenue generation for SGSL, our technology partners and you our customers.

Our vision is to be your to go-to partner for Microsoft Business Solutions and Contact Center applications. Contact us today : info@scimitarglobalserviceslimited.com

 

For personnel development and training, please fee free to invite me for your strategic Sales and Marketing development sessions. nasme 1I am available for training services for your  sales,  marketing and customer service teams both at management and shop floor levels.

Values proposition in our training engagement are :

  • lead generation and Client relationship in sales and  marketing,
  • Corporate affairs and Administrative functions across target markets and businesses
  • Strategy development and management
  • Corporate Sales
  • Key account management
  • Customer relations and retention management
  • Problem solving strategy

I am a call away. Just dial 08035510280 or send a mail to info@scimitarglobalserviceslimited.com

Also get connected with our Social media Pages. Kindly Like and share, follow and Re-tweet our posts.  You stand a chance to win a mobile phone. Thank you😘😘😘

Twitter: http://twitter.com/scimitargsl

Facebook: http://www.facebook.com/scimitarglobalserviceslimited

Google: https://plus.google.com/scimitarng

Instagram: https://www.instagram.com/scimitarglobalservices

LinkedIn: https://www.linkedin.com/company-beta/10966281/