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

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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.

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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

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Microsoft Modern Business Solutions

Simplify your business processes from quotation to cash without switching applications. #Microsoft Dynamics 365!

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Microsoft Dynamics 365 for Financials is a business management solution that’s connecting people and processes like never before. From day one, it makes ordering, selling, invoicing, and reporting easier and faster.

It centralizes your data from accounting, sales, purchasing, inventory, and customer interactions, giving you an accurate end-to-end view of your business. Add reports with a click. Create powerful dashboards to perform advanced analytics. And do it all from a familiar interface using the Office tools you already know, like Outlook, Word, and Excel. We’ve already helped customers connect their business to make better decisions using this cloud-based solution.

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Connect your people and processes with a single, unified solution, so data can be quickly and easily shared with key people throughout the company. Free your business and your people from the limitations of multiple, disconnected solutions and the inefficient employee workarounds that waste hours every week.  Automate critical processes with easy-to-create workflows and audit trails that secure processes without adding complexity. As you grow, it’s easy to add applications and configure Dynamics 365 for Financials to fit business needs or industry demands.

Functions like payroll, banking, and CRM systems are just as integrated, so your people can share the most current data and respond to customer requests faster with the most accurate information.RW6AMm.png

It’s time to rid your business of siloed systems that can’t talk to each other and waste your people’s time. We can help you deploy Microsoft Dynamics 365 for Financials—it’s a single solution that can manage your financials, sales, customer service, and operations. Easily connect to external systems and third-party applications like payroll, banking apps, CRM systems, or custom APIs.

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Scimitar Global Services Limited in partnership with Microsoft is bringing to your doorsteps an all in one suite which is a combination of both Office 365, CRM and ERP for a synergized business ecosystem. Our team can show you how easy it is to simplify your business processes when you can go from quote to cash without switching applications. Set up customers or vendors, create quotes, process orders, and submit invoices without leaving your inbox.

Growing businesses often outgrow their basic accounting software that are unable to keep up with increased inventory and transactions, lack integration with other line-of-business systems, and have reporting limitations. Customers using legacy ERP systems feel the pain around scalability and mobility.

Take a minute to identify if your financial system has what it takes to make the most of new opportunities.

Here are signs that your current financial solutions won’t be ready to handle additional growth.

  • Reporting is complicated and provides insufficient information
  • Duplicate data entry into multiple systems is a daily routine
  • Accounting occurs in Excel, not your financial system
  • Systems are disconnected and information is siloed
  • Lack of secure workflows and audit trails increase risk

A new solution doesn’t mean hours of training or disruption of key processes. By using familiar Office tools your people already know, everyone gets up to speed quickly and without extensive training. Applications like Outlook, Word, and Excel provide the comprehensive and reassuring experience that gives employees confidence. Dynamics 365 for Financials lets you handle the most common business processes from day one. There’s no need to slow down processes like creating quotes, invoices, purchase orders, or reports on current cash flow.

Microsoft Dynamics 365 is the next generation of intelligent business applications that enable organizations to grow, evolve, and transform. To help get you up and running quickly, Microsoft Dynamics 365 for Financials is sold by a network of reselling partners like Scimitar Global Services Limited that offers both technical know-how and industry expertise.
Request for a meeting and Demo of Microsoft Dynamics 365 for Financials now below.

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😘😘😘

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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

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

 

Uncategorized

Leveraging technology to market your MSME business at very low budget!

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It was a wonderful session during our Smart Business Solutions Workshop with fellow entrepreneurs, Business owners and members of NASME LAGOS. The Microsoft team was also very supportive as they welcomed us warmly in their beautiful office with so much ambiance.  No wonder they are tagged one of the”Great places to work”  in Nigeria. To think of it.  Bill Gates and Paul Allen were entrepreneurs in the 70’s. A small business that has grown to a world world wide brand. That’s something for us Entrepreneurs to think about!

Appreciation to Mrs. Remilekun Olowu of Microsoft,  who handled the welcome address.

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Tope Bello of Microsoft was also very kind to grace the session and spoke  on  the Microsoft cloud vision  and the importance of leveraging Microsoft cloud technology for business to make money, enhance business brand and maintain good market share.

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We brainstormed and analyzed  all the challenges we could muster and as many as our white board could occupy; experienced by Medium,  Small and Micro   Enterprises (MSME) in Nigeria.  We also listed the technologies  available to us entrepreneurs today, with emphasis on leveraging them as  dangling-right-before-our-noses low hanging fruits like your phone!  Yes that your  phone!  That’s a mobile  advertising tool and not for selfies alone. It is very important that we understand the need to use what we have to market our brand.  Funds for marketing as a small and medium enterprise is hard to come by now especially in this recession and to get a loan, grant or other investment support requires one meeting a native doctor’s demand for an eagle’s egg, the teeth of an ant and a tooth of a life lion.

So we need to look inwards and see some other tools  and services within reach like our  GSM phones and data,  laptop, tablets, social media (Facebook, Twitter,  Instagram and  LinkedIn) to market our businesses.

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We need to reduce our Social media activities around the government, President Buhari this and that, EFCC this and That.  corruption here, recovered loot there and channel more efforts to pushing our brands with these tools. I am not saying they are not important or worthy causes but i think the time spent on that may be better spent on pushing your products and services like the big brands out there. There are on social media too pushing even with all the money they have.         As a Chelsea FC fan, i had Chelsea brand on all my social media walls. I have a lot of people connecting with me on that level even till today. I also posted on the government and all. One day i thought about it. Will the recovered loot get to me? Will Chelsea give me a part of their money from tickets et al? My answers to these pertinent questions were all capital “NO”. What if the discussion is about Scimitar Global Services? Why can’t my pages be an additional business touch point for pushing my brand, selling my products and services? As a Business Solutions/ Sales & Marketing professional, who practiced marketing management and has been pushing company brands over the years as an employee, i slapped myself and started making changes and i advise you to do same, if you haven’t. For the records am still #foreverBlue! 

I also shared with the participants, the importance of  Four “P”s of marketing as it applies to  smallRewrite-the-Ps-of-marketing and medium Enterprises and the activities around the “P”s required to push a brand. As an Entrepreneur and Business Owner you MUST understand the four P’s of Marketing  and it has nothing to do with running around begging the customers with your product in hand!  You have to create the right Product , Promote it at the right Price through the right channels(Place).

These are the 4 P’s of Marketing.  We finished the session with a charge. See the screen shot.Nasme TPM charge

As a Microsoft Partner, Scimitar Global Services Limited (SGSL) can help your MSME Business with modern business tool to support your plan and strategies at low cost relative to your business.  We will show you activities to help push your brand. So do contact us today for a chat on helping you or your employees to market your business leveraging  budget friendly technologies available to you.

Get connected

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Training , Development and Empowerment

Leveraging Technology for your MSME Business by Scimitar Global Services Limited

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Chinedum Amachi MD/CEO SGSL  analyzing the technology in view and all benefits that awaits Nigeria Immigration Service on Go Live.

A few months ago, I was privileged to manage a one week packed Customer Relationship Management (CRM) discovery session for Nigerian Immigration Service at their Headquarters in Abuja. They have just deployed Microsoft CRM technology  and needs to leverage it for quality immigration services. It was an awesome experience with our services men and women, who were very eager to leverage technology to improve their services across board to Nigerians.

This week, on the 12th of April, i will be working in partnership with Nigeria Association of Small and Medium Scale Enterprises (NASME Lagos) in an MSME Smart Business Tour organized by #NASME Leadership in one of its many empowerment programs planned for its members in 2017. Scimitar Global Services and Microsoft will be hosting the members of NASME Lagos.

This session’s theme is on “Leveraging Technology for business”. 

I will be sharing with the members , some information on how to leverage their existing applications and other recommended Microsoft modern business technologies to help get the information needed to predict business’s future trends.

Special offers are available to the first 16 members who sign up for the event. Your Name, Business email, Business name and direct Business Phone number is required to set up your offers. Please click on the banner below to register for the event.

Please contact NASME Lagos Secretariat for more information on registration and other information about the association:

Email: nasmelagos@gmail.com  Phone: 08098229374

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