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Prudential India provides a completely integrated ECRM Solutions, incorporating both traditional and electronic touch points. ECRM solution delivers powerful, yet easy-to-use solutions for service, marketing and sales, and empowers companies to provide a superior customer experience. Combining innovative design, swift deployment, and extreme ease of use, ECRM solution enables businesses to conduct fast, accurate, and personalized interactions with customers, partners, employees, and other stakeholders while realizing a rapid return on investment.

The ESERVICE Module of the ECRM Suite allows people to choose the Web as the preferred method of interacting with businesses - providing the right customer service strategy supported by the best e-service solutions and practices can pay huge dividends. The ESERVICE solution features:

  • Integrated communication between any touch points and maintenance of all customer interactions in a universal history.
  • Fast, consistent, and effective response composition using a rich set of productivity tools that include response templates, AutoCategorization, and AutoText.

Key benefits of Prudential India's ECRM Solution include providing businesses with the ability to:

  • Offer multiple, integrated interaction channels to customers.
  • Capture quality information about customers that helps create a complete picture of each.
  • Ensure that every customer gets an accurate, timely and a personal response, regardless of their chosen mode of interaction (e-mail, chat, VoIP, and so forth).
  • Manage the entire cycle of a customer communication; from the moment it enters the system until it is satisfactorily resolved.
  • Use customer information stored in the distributed databases to proactively conduct outbound direct marketing campaigns.
  • Design, execute, and track marketing campaigns quickly using the graphic planning tool.
  • Create campaign components easily, including highly personalized mailers, dynamic mailing lists, and automated schedules.
  • Assess economic benefits by assigning costs to each step of a campaign and automatically discontinue campaigns that fail to achieve minimum ROI standards.
  • Take advantage of easy offline access to full customer information through integration with Microsoft Outlook, eliminating the need for field staff to learn a new user interface.

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