CREAM for a customer care

How it works?

CREAM is a solution dedicated to customer service departments. It increases the efficiency and speed of reaction and response to customer inquiries. It is a SaaS (cloud) solution – it does not require additional funds on infrastructure.

All the work on one screen

During the contact with the customer CREAM gets all relevant information from specified systems. It displays the history of a customer, implemented notifications, pending complaints, etc. CREAM is a personalised tool that allows a company to individual adjustment of information displayed.

Moreover, CREAM allows each consultant to configure his or her own desktop, and even a few desktops. The purpose is to work more efficiently and ergonomically.

Inquiries are placed where they should

CREAM analyses each question and automatically adjusts it to the competent employees. During the tool configuration, each consultant is described by the prism of qualities and skills he has. So that he deals only with those cases that are appropriate to his position in the organisation.

CREAM care

Manager has everything under control

Team leaders can use CREAM for active control of the efficiency of individual employees. Built-in reports inform and built-in business intelligence make available such information as:
– Actual time of work of individual consultants
– To examine the time of one conversation with the customer
– How many calls a day the employee is able to perform
– What are the effects of these actions

Manager, on the basis of a summary of employees’ current activities, can more fully evaluate the efficiency and commitment of individuals and teams. He will be able to plan their work more accurately, indicate employees performing tasks quickly and check their actual working time. This allows more accurate matching purposes with real possibilities of employees. With reports he is able to detect temporary declines of capacity quickly and counteract them.

Full integration WITH communication channels

CREAM can be integrated with the communication channels used by customer service departments:
– email
– chat
– sms
– telephone (inbound and outbound)
– social media
– web contact form

CREAM care

Mobile application. To be online while offline

CREAM is a desktop solution. However, thanks to the system architecture and the location of data in the cloud, the access is possible through a dedicated mobile application -CREAM assistant.

CREAM assistant is a mobile advisor located in the smartphone. It helps to organize the work, build the relationships with customers, it will not forget about important arrangements and things to do.

CREAM assistant is:
– Quick access to needed information,
– Data exchange with colleagues, lack of communication gaps,
– During an incoming call, the most important information about the caller is displayed,
– Excellent work organization of customer service expert thanks to extensive organizer functions,
– Allows you to keep track of implementation plan, incoming queries, complaints, etc.

Do you want to talk about CREAM in your company?
Contact us:
+48 32 359 3060
info@cream.zone



CREAM’s DNA

How it works?

CREAM is a solution developed by ALAN Systems and dedicated to the four key areas in business: customer service, sales, marketing and internal communications. It provides fast and precise communication and full access to the data needed to perform the tasks assigned to a particular job.

CREAM brings the entire spectrum of their functionality to a company, and it also integrates with systems already operating in the company acting as a sort of cap on it. Just like in the biotechnological laboratories, we graft CREAM on to a “molecules” chain- that is the information system operating in the company. Integration is so full that after CREAM implementation, a more advanced and efficient IT-ecosystem has been created.

Approach change is necessary

IT investments in the company are not going on at a steady pace. For example, investment in customer service means cutting funds in other areas. The fact that all key areas should be developed steadily. This is not possible without changing the perspective of the organization and systems operating in the company.

Therefore, all programs in the company should create mutually complementary single chain of molecules – referring to DNA. Most often this is not possible because developers do not make it for compliance and cooperation with other solutions. The situation changes about 180 degrees if the company implements CREAM.

The amount of data beyond the best brains

People managing the company have an increasing problem with the amount of information and analysis of data from different systems. If we add to this the need to log in to different systems to get the information you need, it is not surprising that a large part of managers will receive reports from the supervisors of individual departments.

Ilość danych przerasta najtęższe umysły

Firstly, however, the manager instead of concentrating on work, wastes the time on filling the next table in Excel, and secondly- has the chance to vamp the reality up. Only direct access to the real-time information and the most important data from different systems presented in a single window allow the managers to keep an eye on it.

Information security is important

Many companies are aware of the data protection but do not have the funds to invest in expensive security systems. A solution is to organize the access rights, but in practice it often turns out not to be entirely effective.

With CREAM it looks differently. Thanks to employee’s profiles the user has access only to the information that is necessary for effective work. In this way data security is guaranteed and unauthorized persons have no access to certain areas.

Do not be a slave of a desktop

Managing such an important area in the company as the customer service, sales or marketing and internal communication seems possible only with your desktop computer. And so is in case of many solutions that have been created when the mobile revolution were only a dream of futurists.

CREAM has been created in a completely new era. Its creators have had totally innovative approach to mobile devices. This solution in the cloud allows you to work on many devices, from desktop computers, laptops to tablets, tap phones, phablets, ending on smartphones.

CREAM access is possible via a web browser and a number of mobile applications. All products belonging to CREAM family communicate with one another, so it does not matter in what way the solution is used. Changes made on one device are available on all of them.

Do you want to talk about CREAM in your company?
Contact us:
+48 32 359 3060
info@cream.zone


CREAM’S DNA

How it’s works?

14 listopada 2016

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