Customer Relationship Management System (CRM)
Every customer request is a trackable ticket, with a form specific to its type, a response deadline and correspondence history. The 360-degree view shows that customer's financing, payments and wallet side by side.
- Domain
- Customer support and ticket management
- Target customers
- Multi-company financial groups, call centers, support and operations teams
- Main capabilities
- Ticket registration and tracking, SLA and working calendar, dynamic versioned forms, customer management, 360-degree view, management reporting
The CRM system is the hub for customer support and request handling on the platform. Every interaction, from a complaint to a payment problem or a general request, is recorded as a “ticket”: a trackable case with a subject, priority, status, requesting party, the dedicated form for that type of request, correspondence, response deadline and management reporting. The system is multi-company, meaning that each group company's data stays fully separate from the other companies' data, and it is available to operators through the platform gateway with unified identity and authorization.
What distinguishes the CRM is that, for each request type, the registration form can be built and edited without development or the release of a new software version. This means that when a new product or process is added to the business (for example, a new kind of request), the operations team can build the matching form itself and activate it the same day.
The customer management section (Party) in this same system holds the details of the individuals and legal entities the business deals with, and classifies them by customer category and rating. One of the CRM's important capabilities is the 360-degree customer view, which brings together, in real time, the customer's information scattered across other platform services (financing and installments, payments, wallet) in a single view, so that the support agent does not have to open several separate systems.
Key capabilities
Ticket registration and tracking with a unique number
Each request receives a number such as TK-1405-000042, generated by the server and citable for the customer and for reporting.
Configurable status workflow
The ticket path (new, open, under review, awaiting customer, resolved, closed, rejected) is built from configuration, not from code; an organization can define its own statuses.
Complete, immutable history
Every change of status, priority, assignee or field value is recorded as an event and can be cited for audit and accountability.
SLA management with a working calendar
Response and resolution deadlines are set by request type and priority and, where needed, only working-hour minutes are counted; a background service checks for deadline breaches every five minutes.
Dynamic, versioned form engine
The form for each request type is built without changing the software; the form recorded on a ticket stays at that version permanently, even if the form is later modified.
Conditional field display
Form fields can be shown or hidden based on the values of other fields, with no need for separate forms for each case.
Standard API for external systems and the customer portal
External systems and the customer app can read the same form schema and submit requests without an operator account.
Customer management, categorization and rating
Individuals and legal entities are kept in each company under a unique national ID or registration ID, and can be given a category and rating to prioritize service.
360-degree customer view
The customer's profile, financing and installments, payments and wallet balance are gathered from several platform services on one page; an outage of one service empties only that section and does not prevent the rest of the information from being seen.
Multichannel correspondence on each ticket
Messages are kept with public, private or team-only scope and with the channel they were recorded through (system, email, SMS).
Worklist export to Excel
A filtered list of tickets with the dynamic form columns turns into an Excel file in one click.
Management reports and dashboard
SLA breach rate, on-time response percentage and the monthly trend of opened and closed requests are visible on one dashboard.
Business value
Without a centralized system, each business unit (credit, payments and sales) follows customer requests in scattered tools or through manual processes, and there is no way to measure service quality. By standardizing registration, deadlines and reporting, the CRM reduces the cost of responding and gives management real SLA monitoring. The dynamic form engine removes the development cost of each new request type and cuts the time to launch a new process from weeks to hours. The 360-degree customer view reduces the handling time of each contact, because the agent sees the complete picture of the customer without switching between systems.
What sets it apart
- The form version on each ticket is locked permanently, so reporting and audit of old tickets are never disturbed by changes to newer forms.
- The SLA engine is aware of the working calendar and the Iran time zone, and computes the real business deadline rather than calendar time alone.
- The 360-degree view combines real data from several independent platform services (not only CRM data) in one view and, if one service fails, does not lose the remaining information.
- Workflow and forms are fully configurable, and changing a process needs no development or redeployment.
See this module on demo data
In a demo session we walk through your organization's scenarios on Dara's demo environment and answer your technical and finance teams' questions.