Project In-Home Water Efficiency and CRM | SmartRabbitz Innovations

Summary about the offering

An application to help deliver water efficiency visits to residential and commercial customers for multiple major water companies. The process involves importing property and customer records provided by each client, cleansing based on specific client requirements and logging all customer interactions throughout the journey.

This is coupled with a CRM system to help manage their interactions with existing and potential customers. It is a central hub to store information on each customer/prospect together with a record of each interaction, and supports case management which involves creating new cases for customer problems, tracking each case to resolution and escalating cases based on protocol. The system supports multiple channels of communication including email, text, online chat and phone as well as track customer interaction across all these channels.

Client’s Requirement

To build a fully featured web and mobile based suite for securely handling customer data, handling customer relations, digitizing the process of providing water efficiency solutions, and providing analytics. Following are some of the services requested Following are some of the services requested:

Digitize the delivery of in-home water efficiency services - to enable field executives in capturing necessary details
Processing the readings
Provide the perfect solution to customers
Import customer records
Import property records
Record specific customer requirements
Logging customer interactions in the journey
Analytics on customer relations
Analytics on water readings and other details captured
Scenario automation – For staff/agents to execute multiple actions in a single click – such as flagging a customer’s specific case to indicate that it requires special handling, escalating it to the relevant authorities and sending the summarized information via an email.
Customer self-service – To enable customers to submit problems, track status, contact support groups. Also to include establishing a knowledge base of solutions to common problems.
Workflow automation – To automate mundane repetitive tasks so that employees can focus on interactions that add value
Business Intelligence – Slicing and dicing the data in the system to get the specific information needed.

SmartRabbitz Solution

A comprehensive suite that supports effective customer relations as well as streamlined operational efficiency by: Developing a mobile application that captures, processed and provide water- efficiency solutions; Securely storing, and handling customer and property records; Providing analytics required for effective water efficiency solutions; Tracking customer interactions; Providing self- service options for customers; Automating workflows; Providing detailed analytics

Backend

Salesforce Development Cloud

iPad App

Swift iOS

Local Storage

SQLLite

Modules within the Solution

For capturing water reading and other details

Digitized water reading

Customer and property records

Securely storing and accessing customer records and property records

Analytics for water efficiency solutions

To provide individualized water efficiency solution for each customer

Case management and resolution

To enter, update, and access details for each case

Customer knowledge base

To list and access knowledge base articles, for customers

Workflow automation

Automation of mundane repetitive tasks

Scenario automation

Multiple actioned grouped together and executed in a single click

Analytics & Dashboards

Analytics on water reading, efficiency parameters, and customer relations

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