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Business process automation solutions

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IN TKT / CGRS

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Applications 

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Business automation & lifecycle management

BALM is a rule engine based process automation framework, which helps to drive enterprise operations using system based intelligence or AI. The benefit of doing so is to greatly boost process efficiencies, introduce accountability and transparency in operations, activities or transactions, which consequently helps in boosting productivity, bettering customer experience and adds to the growth of the enterprise.

Such automation can be achieved in quick time and once done, can also altered on the fly without having to re-code or redevelop any portion of the application.

BALM has been used to automate processes like customer lifecycle management in automobile dealerships, incident tracking, complaint / request redressal.

Customer Lifecycle Management (CLM) Platform

Crosscode CLM Platform for the Automobile dealers, is an enterprise wide information backbone that generates relevant customer interaction opportunities for the dealer, at the right time & also provides the means to communicate the same to the customer over call, SMS, email, mobile apps, etc.

Thus helping the dealer to engage smartly with the customer & to build necessary customer loyalty which leads to increased Repeat, Recurring & Referral business.

This 3R business model, is the key to sustainability & long term growth. 


CLM (Automotive) Platform caters to the critical operations of a dealership

1

Inbound customer service

Help customers reach the right executive whenever they call. 100% calls responded, no missed calls. Drives maximum business.

2

Insurance renewal

Identifying customers, intimations, followups, appointment, premium payment, login, policy dispatch, feedback.

3

Service marketing

Identifying customers, intimation, followups, appointment, RO/JC generate, job done, mark car for next service due, feedback.

4

Ext warranty, sales

Automate sell, up-sell & cross-sell opportunities.


CLM (Automotive) Platform feature list with benefit points

1

Easy accessibility

Cloud based – no systems, IT overheads.
Premise based – centrally hosted on private network 

2

Integrated communication - India's 1st & only

Phone based communication
SMS gateway provision with short/long codes for receiving.
Email integration with public or private mail services.
Mobile apps – API integration with 3rd party apps.
Web integration – with web forms or hosted 3rd part services.
Do more contacts, make more conversions.

3

Lead generation

Based on dealer or outlet specific business rules.
Works on all data sources – DMS, intranets, Excels, ERPs, etc
Saves marketing expenses.

4

Ease of use

Uniform user interface (UI) across all departments
Intuitive automobile specific UI, so no training needed
Save manpower & training costs.

5

360 customer view

1 screen shows all available customer information.
No scrolling, no tabs, no navigation. 1 click access to details.
Higher First Call Resolutions, less call times, make more calls.

6

Faster process flows

Real time status updates, leads to faster responses.
No process bottlenecks.
Seamless data flow between processes / departments.
Turnaround customer requests & services faster.

7

Close monitoring

Real time dashboards, reports, MIS to monitor activities.
Remote monitoring possible
Leads to increased productivity.

8

Audit & accountability

All activities – calls, emails, sms are logged with timestamp
100% voice recording available
Secure data & business plans.

9

Business enabler

CLM is a true business enabler platform.

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Incident Ticketing Platform

Based on the BALM intelligence / rule engine framework, we have built the Incident Ticketing Platform, which is used by enterprises to log incident reports, classify the incidents based on type or priority and generate a ticket. 

The system has auto-assignment of tickets to concerned assignees, helps implement the SLA for every incident, escalation in case of any SLA breach, auto-intimation to stakeholders over various communication channels. 

This is the only platform which has a parallel flow of ticket called Propagation which helps to fork a parallel path for the ticket in situations where there are dependency for the ticket resolution.


Incident Tracking platform feature list

1

Objective

The Incident Ticketing framework is a multi-faceted incident tracking & resolution system

2

Multi-purpose / domain

Used for remote monitoring assets – mobile towers, power equipments, networks, servers, sites, etc.

3

Auto-ticketing intelligence

Platform can also auto-generate tickets based on incoming device alerts.

4

Auto-notification

Platform has integrated communication suite to send automated calls, sms or emails.

5

Auto-assignment, escalation

Auto ticket assignment, escalation and resolution updates via call, sms or email.

6

Reporting & MIS

Comprehensive reporting.

7

implementation mode

Cloud or on-premise implementation.

8

Propagation of tickets

Introducing a forking of ticket traversal path, called Propagation, to be used in situations where resolution is dependent on external factors / resources.

9

Integrated communication - India's only such platform

IN TRK is seamlessly integrated with Crosscode's CIMS Platform to provide a singular ticketing and calling platform.

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CGRS Platform

Complaint & Grievance redressal system is a multi-purpose request resolution platform which can be used for any kind of helpline, supportline or complaint taking systems. The CGRS platform is used across customer facing processes in the private sector or for citizen centric processes under e-governance initiatives.

The CGRS is again the only such platform available in India which has a seamlessly integrated communication platform for multi-channel communication using the Crosscode CIMS Platform.


CGRS Platform feature list

1

Objective

The Request Tracking Platform is a complaint/request registration & redressal monitoring system

2

Fields of usage

Used for e-Governance & consumer helpdesks, farmer support centres, toll-free utility service helplines, etc

3

CTI Popup of complaint

Platform can pop-up complete complaint history with the incoming call.

4

Integrated communication

Platform has integrated communication suite to send automated calls, sms or emails.

5

Auto-ticketing

Auto ticket assignment, escalation and resolution updates via call, sms or email.

6

Reports & MIS

Comprehensive reporting.

7

Implementation 

Cloud or on-premise implementation.

8

Integrated communication - India's only such platform

IN TRK is seamlessly integrated with Crosscode's CIMS Platform to provide a singular ticketing and calling platform.

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Custom built process / workflow automation

We undertake a consultative approach to designing workflows for any business process. We will work with your team to identify bottlenecks, efficiencies, automation scopes for your processes, we will help define the process flows which will ensure compliance with current working as well as take into account future business plans or changes.

We build our applications on the BALM platform to reduce development lifecycle and timelines. In most cases we would have to build the process flow and the UI with your particular nomenclatures.

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