Customise and be notified on what is important and relevant to you. ORLIG CRM Notify is equipped with a notification and escalation engine used to automatically notify customers, staff and internal users on the status of whatever is relevant to them; service ticket, appointments, leads, reminders and more.

ORLIG CRM Notify is equipped with a Notification & Escalation engine that allows you to escalate an incident if it is not closed or if the last response has passed a specified interval. Using escalation, you can define which fields to update and how they should be updated.

You can then use ORLIG CRM Messaging to relay your notification to those relevant.

Deliver and receive messages via Email and SMS through ORLIG CRM Messaging! It supports and integrates to existing email servers via POP3 protocol or MAPI protocol for emails, and it also supports SMS protocol, providing you additional access for all incoming and outbound communications.

Monitor all email and SMS that allows users the ability to receive and review each email & sms before assigning the email to a ticket. This will help eliminate auto-generation of irrelevant tickets usually linked to spam mail, keeping your message system effective and relevant.

Works together with ORLIG CRM Notify.

ORLIG CRM Assistant is here to assist you through providing you tools that would make doing certain tasks easier. This includes:

FAQ Management

The FAQ Management is used to register all the policy, register all questions and answers, or even having to attach some document for agent reference. This is tie to the call type to ensure the Average Handling Time is drastically reduced if the agent utilizes the FAQ.

Scripting Management

The scripting management would provide a free text scripting field to guide the agent or even to be used as checklist for the agent. The scripting management is tying the call type to avoid having the agent to search for the script. This is to help to reduce Average Handling Time.

Fulfilment Management

This provides you central repository of marketing collateral or brochures and forms as a single database for the users to access. This would assist in governing and providing standard information to customer. Fulfilment provides the template management that assist the organization to ensure communication are being conducted accordingly to the company policy and guidelines.

In a helpdesk environment, there will always be moments where there are requirements that need someone from external or internal department to resolve an issue. This assignment could be simple single tier assignment with designated personnel or assignment to a group based one as well. ORLIG CRM Assignment is designed to multiple and flexible assignment rules whether is directly to the personnel or even doing round robin assignment to a Contact Center & CRM Enterprise Suites designated group.

The system not only provide single tier assignment but also allow you to do multiple simultaneous assignment which is called concurrent assignment or multiple but in orderly assignment which is sequential assignment. ORLIG CRM Assignment allows you to link multiple sub ticket to the main ticket, as such only after all the sub ticket are closed, then only will the parent ticket be closed. This is controlled by the ORLIG control management engine.