BlackCRM is a native Salesforce.com application that elevates case management to the level of a world-class service and support tool by building in industry-recognized best practices for problem solving, decision making, knowledge management, performance analysis, and collaboration. Focusing on the key elements of Business Logic and Collaborative Knowledge during the case management lifecycle, BlackCRM brings the proven practices from successful methodologies into your organization, increasing adoption, decreasing time to resolution, shortening time to proficiency, and facilitating a better customer experience.
- The Strength of Salesforce CRM
- The Speed of Knowledge Centered Support
- The Knowledge of SSPA
- The Power Kepner Tregoe Reolve®
- The Advancements of Enterprise 2.0
Pricing
For your convenience, BlackCRM Salesforce Edition is priced in a similar manner as Salesforce CRM. Seats are licensed on a per user per month basis for each BlackCRM module. For a customized quote, email contact us for more information.
Key Modules
E 2.0 Empowered Case Management: A highly productive and powerful case management interface that leverages all the efficiencies of web 2.0 to give agents an agile and easy-to-learn interface that works the way today’s support agent expects technology to work.
Knowledge Centered Support: Capture and reuse the knowledge of your agents, customers, and communities to increase call deflection and self-service success while decreasing time-to-publish and time-to-proficiency. Knowledge centered support is the adopted practice for scaling your support center to handle a larger scope and volume without increasing costs.
Kepner-Tregoe Resolve®: KT is the only proprietary methodology acknowledged by ITIL as the best practice for problem analysis and troubleshooting. KT Resolve® dramatically increases performance against key indicators helping organizations transform their support function from a cost center to a competitive advantage.
E 2.0 Collaboration: Collaboration is the cornerstone of problem resolution. In the absence of technology, agents still collaborate over the wall or on the phone to help gain the knowledge needed to resolve a customer issue. Highly integrated collaboration tools facilitate the internal collaborative process giving it greater reach and can include the customer, speeding case resolution.
E 2.0 Community Management: Communities sponsored by your company (corporate blogs, forums, etc.) and those not sponsored by your company (twitter, blogs, external discussion boards, facebook, etc.) are interacting and affecting the view of your company’s level of service and support. Using the community management module, you can gain insight into what is being said and interact with those communities to show your support and interest.
Technical Features
- Type-Ahead Find: Lookup contacts, accounts, and agents without pop-ups, streamlining the natural workflow and saving valuable time.
- Scalable & Fluid UI: Interface elements collapse and expand providing a more powerful and rich experience with all the relevant information at your fingertips.
- Real-Time Tagging: Tag keywords as you type critical case information eliminating duplicate data entry.
- Flexible Tagging Structure: Expansible tagging structure allows for better findability and community-based relevance.
- Escalation Workflow: Automatically notifies process coaches and account managers when cases are outside of typical bounds.
- Coaching Model Support: Support best-practice process coaching by subject matter experts, integrating mentoring and real-time assessments into case management in a just-in-time model.
- Search KB’s: Instant tagging of key ideas allows the agent to search early and search often, increasing the visibility of the communities’ knowledge and eliminating separate workflows for leveraging the knowledgebase.
- In-Line Editing: BlackCRM provides a single view of the case with inline editing for updates, collapsing multiple flows into one for ease of use and increased productivity.
- Dynamic Prioritization: Interactive UI sliders allow for a full range of agent responses.
- In-Line Search: Find cases, contacts, accounts, etc. within the same context of your current process instead of multiple clicks and pop-ups.
- Rich Text Editing: Capture case details in highly readable formats such as bulleted lists, bolded headings, italics phrases.
- Zero-Click Application: Complete an entire case from call initiation and identifying the customer to documenting the specifics and recording the solution without unnecessary clicks.
