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Software Solutions

Xtrasource specialises in integrated suites of customer service technology and software that are tailored to optimise the customer experience and address the customer care challenges faced by our clients.

With our guidance, clients looking to better serve their user base can choose a selection of bespoke and customisable tools. When you get a software suite from Xtrasource, you never need to go anywhere else – if we don’t have it, we will build it.


Bespoke Software Solutions

EARL

Extended Application for Reverse Logistics (EARL) is a unique application developed by Xtrasource. It is designed to connect front and back office and provide insight on the status of repairs, returns and inventory, benefiting both clients and consumers in a measurable way.

  • Full visibility of all vendors involved across the entire repair cycle
  • Customer repair and return request handling
  • Real-time insight
  • Return Merchandise Authorisation (RMA) and stock management options for repair centres
  • Linked to our CRM to provide real-time feedback to customers on the status of exchanges or repairs
  • Identify delays and issues in service centres

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Re-call Campaign Software

Re-call was originally built for one client, for the purpose of handling recall complaints. It has been consistently updated and rolled out to other companies ever since.

  • Assign advisors to recall campaigns
  • Schedule and allocate tasks
  • Prioritise by business need
  • Suitable for any complaint type across any time period
  • Tailored to each client’s individual needs

KayBee

KayBee is a complete and highly scalable knowledgebase tool that serves as the primary source for maintaining clients’ self-help offerings online. KayBee links directly to the back end of your site, and provides instant access to new questions and answers as they are created.

  • Linked to the back end of your site using CRM and BI tools
  • Dynamic updating to give instant access to new information
  • Operates as an “internal Wikipedia” for technical support advisors
  • Maintains website FAQs
  • Accurate and relevant product and brand information

Adaptable Business Tools

QlikView

QlikView uses web-based, in-memory technology to access data from back-end systems.

  • Accessible data sources include:
    • Operational applications like Oracle, SAP and Salesforce
    • Databases like SQL Server, MySQL and Oracle
  • Access to data:
    • Stored in traditional disk-based BI warehouses and cubes
    • The data behind various web services
    • Local data like spreadsheets
  • Performance reporting uses advanced filters that show data from our switchboard or CRM.
    • Daily available data or information from selected timeframes can be displayed
  • Retrieves and displays any data from our own CRM or third-party tools that shows the reason customers have contacted support.
    • Data can be displayed per product range, highlighting problems like quality and functionality issues or operational errors.
  • User-selected filters control access and displays
  • Data from different sources is consolidated to provide the optimum reporting experience

CRM Software

Our CRM’s combination of knowledge and adaptability means that every client essentially gets their own custom-designed CRM without the teething problems that come with new software.

  • Modular structure that offers high adaptability
  • Entirely scalable – can be grown or stripped back based on your business needs
  • Cherry pick the best elements to make the most of capabilities without wasting resources.
  • Full automation – the CRM:
    • Incorporates business rules, warranty determination and business trees
    • Proven to follow client and regulatory guidelines at all times
    • Prevents human error
    • Reduces training costs with complete system guidance
  • Effective handling of health and safety – this system:
    • Flags potential health and safety issues to key personnel
    • Can be customised to link to the relevant legislation
  • Content reporting tied into Qlikview to record call volume, length and reasons behind customer communications
  • Efficient advisor access to minimise call handling times
Contact the Webhelp

Software Solutions Team

Contact us
Contact

Enschede

Brammelerstraat 8, 7511 JG Enschede
+31 (0) 53 486 00 02

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