Juris Contact is a powerful contact centre Customer Relationship Management (CRM) solution that is designed to ensure that you have the processes in place to achieve customer satisfaction while saving your resources and boosting your profit. 

Juris Contact manages your all customer interactions, from phone, fax, email, SMS, and covers all aspects in CRM from customer issue creation to problem resolution. With Juris Contact, you can be sure of delivering consistent personalized service as each new issue is assigned, tracked and managed by Juris Contact.

Meeting customer needs

In Juris, we understand that any delayed or unattended customer requests will result in higher customer dissatisfaction and attrition rates. Juris Contact's interactive and flexible framework enables you to attend to customer requests in a timely and consistent manner by ensuring that all customer requests is disseminated, assigned ownership and escalated when necessary e.g. Automated case escalation to higher authority when promised turnaround time to customer request is not met by Customer Service Representative.

Customer service representatives are better managed

In many organisations, customer service representatives need to simultaneously liaise with multiple personnel internally, be it engineers, sales personnel or other department managers in-order to resolve a customer issue. Juris Contact keeps everyone involved in the loop by informing everyone of statuses and allowing different people to update the case when required, anytime, anywhere.

Empowering the management

Juris Contact's powerful management reporting and analytics enable management to have an overview of the performance of the Customer Service Representatives and of how customer requests are handled. Policies set within Juris Contact such as turnaround times are monitored and enforced. Management is kept informed via email or SMS whenever turnaround time is not met.

Enabling you in control

Built for easy creation and modification of contacts, organizations and interaction fields, most of the flows and activities in Juris Contact are parameterized.

Juris workflow engine seamlessly enables the tracking, escalation and notification activities in a parameterized framework. Built on proven technologies, handling millions of transaction per day, Juris Contact is flexible yet powerful and robust.

Juris Contact equips you with the following for you to better manage your customers and Customer Service Representatives:

Powerful analytics - Juris Contact comes with a powerful analytics for you to monitor your customer service issues. Each case can be classified by priority, type, assignment, status etc. Analytics allow you to measure the performance of your organisation in term of handling each of these different types of cases.

Complete incident workflow - Each new case that is received can be distributed to different Customer Service Representative, engineers or technicians and manage by Juris in terms of turn-around times by business rules that can be configured by you.

Support multiple business area - If enquiries are handled differently from complaints i.e. two business area: Customer Enquiries and Customer Complaints, you can setup different business areas in Juris Contact to manage these differences in business requirements. Business area can be configured to allow access by different group of users. Also, different business rules can be setup in different business area.

Powerful customer repository - Juris Contact has the ability to handle multiple contracts per customer from defining contractual agreement with customers to servicing legal agreements promised to customers. Escalation policies can be defined based on priority or category or for a specific customer. Customer can also be automatically notified every time their cases are updated and when their cases are resolved.

Customer service portal - Customer can send issue to you via email as Juris Contact provides a complete email helpdesk. You can setup customerservicehe@yourcompany.com and let Juris Contact to manage all issues arriving through this email address. Juris Contact also provides a self-service customer portal where customers can review status of their own case.

Fully customizable user interface - You can customize the look and feel of Juris easily including colour management and information to be entered when a new case is created. You can also create custom fields in Juris Contact to help ensure that your business needs are met.

Case Studies : TNB - DBKL - Jebsen & Jessen

See also: Juris Collect

Contact Us