CRM - a software solution that enables centralised monitoring and control of customer support requests

asw: officius is a modern software solution that allows centralized monitoring and control of customer support requests, issuing orders and planning long-term activities (projects) and their realizations

Software solution that provides mechanisms for:

  • human resources management in companies with a large number of employees whose time needs to be optimally deployed and utilized
  • planning activities in the form of projects
  • planning activities for each employee in the form of an order
  • monitoring the realization of the planned activities
  • recording and monitoring the realization of a large number of customer support requests
  • monitoring and measuring process parameters - measuring the time taken for each defined activity
  • quality management services (support to the standard the company applies)

The solution consists of the following subsystems and modules within these subsystems:

  • Business address book of the company - It represents the records of companies, their departments, contacts and all data that enable contact with the client.
  • Activities and monitoring of their realization - It represents a subsystem that enables the recording of planned activities and then monitoring the realization of the same. Activities are divided according to type and purpose:
  • Tasks - It represents the most common type of activity and the smallest unit of work that is allocated to the resources for implementation.
  • Help Desk Tasks - Activities that have the characteristics of the orders but are initiated by external users of the system (applied in the field of providing Customer Support).
  • Sales Tasks - Activities that are specific to the business of a commercial service (Presentation, Lead, Oportunity, Contract etc.)
  • Projects - Planning long-term activities and monitoring their realization in the form of a task tree (atomic activity).
  • QMT (Quality Managment Tasks) - A type of activity that fully meets ISO requirements for monitoring degree of compliance / non-compliance with the standard. They provide mechanisms for managing the quality of services.
  • Security administrative subsystem
  • Configuration subsystem
  • Reporting subsystem
  • User Portal as a Transparency Mechanism