Innovation - Electronic Customer Relationship Management System

Our web-based ECRM system is designed to assist our partnership with our customers so that we can manage all levels of cleaning and property services.

ECRM supports our customers who submit requests, our National Customer Service Centre who record and manage requests and our operational staff who

carry out the requests.

National Customer Service Centre

Whether it be recording incoming requests or sending detailed instructions to operational staff, our National Customer Service Centre is supported by ECRM.

ECRM’s refined user interface ensures that recording incoming requests or retrieving open request information is a simple as a few clicks of the mouse.

Sending real-time requests, messages or instructions to staff in remote areas is simple, easy and effective.

Monitoring these requests is also just as easy. ECRM allows our National Customer Service Centre to monitor all open requests 24/7, automatically sending escalation notifications to management if timeframes are not met.

When it comes to reporting, ECRM has extensive scheduled and on-demand reporting facilites ensuring periodic and specific reports can be produced quickly and easily.

By balancing request priorities amongst the three user groups, ECRM ensures that requests are completed on time, efficiently and effectively.In summary, ECRM combines management, communication and reporting into a user friendly solution.

Clients

ECRM supports customers both directly and indirectly. Whether acustomer logs into ECRM to submit a request, or contacts CMC’s National Customer Service Centre which in-turn records their request, all intercation is recorded, monitored and ready for reporting.

ECRM can automatically notify customers of request completion, or for a more detailed summary, can periodically compile and email complete PDF reports to customers.

This gives customers 24/7 access to work order information, they are kept informed and have visual reassurance that their requests are being processed effectively and efficiently.

Operational Staff

Operational staff recieve real-time communication from ECRM with instructions on requests information. ECRMs email and sms support allow our National Customer Service Centre to send information.

Operational staff can recieve request information their mobile phone, PDA or laptop from any location. Using their mobile phone, PDA or laptop, operational staff can also add progress notes and close requests. This information is instantly reflected in the request making it visible to our customer portal and our National Customer Service staff. This two-way communication between our National Customer Service Centre and our operational staff not only enhances real-time operations.

Recording of photographs and documents

ECRM also has the capacity to record photographs and documents from clients or opertional staff. For instance, we can record photographic evidence of a work site or request showing before and after shots of a clean. This information can be recorded as part of a request and therefore made avaialble in report format to our customers.

Download the ECRM Pictorial PDF