Gluon CRM (Customer Relationship Management)

Gluon CRM is web based, general purpose, fully customizable modular based CRM solution designed for customer service challenges and needs. Never miss any query by a customer and build a 360 view of the customer to give a better service.

Features

Customer Profile

Customers is always first, they always need to be served fast and better. If you know your customer well then you can give a better service. Customer profile comes with all aspects of customer on one place with all their records and history.

360 View of the customer and insights on one screen.
Customer personal information Id, photos, phone, emails etc..
Customer Demographics, contacts and address
View customer recent cases and feedback
View customer calls, emails and social media posts.
Upload images or files to customer profile

Case Management

Any query to a business via calls, emails, social media or physical is important. There has to be a way to record all this and learn from it over time. Case management comes with the ability to deliver a better query record system relatime from customers.

Create case from any sources like call, email, social media.
Assign cases to team members
Manage case status and define rules for changes
Follow up with case activities as a timeline
Case escalations to on different rules
Upload case documents and files

Feedback Management

A feedback is the key to understand the struggles of customers and their honest opinions. It's important to collect these feedback and make sense out of it to improve the service areas. This module is designed to collect and understand customer complaints and opinions from different sources.

Create feedback from calls, emails, social media and manual
Assign feedback handling to teams
Feedback collection via Kiosk
Online feedback collection via web forms
Feedback escalation on business rules
Manage feedback status and define rules for changes
Upload images and files

Survey Management

It's important to conduct surveys to get short and precious, quantitative answer from customers both in-business and online. Survey management covers aspects of making these questions, answers and results in just a few steps.

Conduct surveys both in house and online
Build survey forms with questions and answers
Online fill options
Kiosk/Tablet/Mobile surveys
Survey results and insights

Social Media Integration

Customers are talking and complaining, it's important for business to listen and attend to all social media platforms, but it's challenging to follow up with all of these platforms at once. We are bringing all social media insights and posts on one screen from Facebook, Twitter and Instagram so that businesses can see what's happening in real time.

Posting, Replying, Commenting to Facebook, Twitter and Instagram on one platform
Auto identify posts with hashtags and words.
Create cases, feedback from social media posts, comments, messenger
Match customer profile to social media ids.
Reply to Facebook Messenger, Twitter DM via CRM
View social media insights on one screen.

Email Integration

Emails have become a traditional way of communication, so we are bringing modern integrated email solution into the CRM so you can always attend them faster with prior knowledge of the customer and their history.

Outlook 365 Integration to email
Attend emails via CRM by identifying the customer.
New Email, Reply, Forward to emails via CRM
Match customer profile via emails.
Create cases, feedback from emails and follow up
Search, filter, flag emails.
Real Time insights and response.

Call Integration

Calls are the most used form of customer support and we believe this should be connected to customers and their profile so that a better service could be given based on available information. Our call integration module can match customer profile on calls and show their profile and history.

Integrations to call centers or individual IP phones
Match customer profile on incoming and outgoing calls.
Make calls or receive calls via CRM
View customer profile on all calls.
Alcatel Lucent Integrations
3CX Integrations

Reports and Insights

Future is about customer data and insights of the data. Making insights of data requires a reliable data sources over a period of time. Reports and insights comes with both standard reports and customized reports for any data available in the system for any dates.

Case Reports
Feedback Reports
Customer Reports
Call reports
Email Reports
Social Media reports
User Reports
Scheduled Reports
Customized Reports on different dimensions and segments
Customizable dashboards for users
Charts and Visual insights