Relevant information with structure and Overview

Data structuring and intelligent search for more customer satisfaction

Many CRM systems know only the data stored in it. But information about customers exist outside - stored unstructured and distributed. Can companies still keep track?

In most companies, there is the situation that not all data for all departments are available or have been stored in a structured. Coming back to the example customer: The account manager in the sales department often only knows the information in the CRM-shelf, but do not know if an additional product desire was expressed whether unanswered support requests or outstanding bills exist. Thereby it can happen again and again, that complaints or unmet product needs with new offerings overlap. A professional solution to this dilemma are enterprise search systems that bring out all the relationships and enable genuine 360-degree views.

By linking information from all available data sources provides the user with a single query all relevant information to customers. The information in the CRM system can thus be easily supplemented. This perspective contributes significantly to the increase in customer satisfaction and efficiency: customer makes a complaint, it is visible not only to support, but also for the distribution or for the finance department.


Intelligent search, how is that possible?
Modern Enterprise Search applications offer much more than a search box and endless hit lists. By contextualizing and semantic search ensures that only relevant information and relationships are displayed. Here namely flows also background information (such as location, spatial or temporal aspects) in the search with.

Practical works in something like this: Is looking for an employee of the sales department for the word "acts", he gets no results to personnel files, but to customer files, since it works in the sales department and this information is taken into account. Here as well the compliance and access rights have to be observed: Due to the possibility of an overall view is of course a risk that the data fall into the wrong hands. This is in enterprise search systems avoided by a system of rights. Thus, the access to the data only for authorized persons is possible. Ideally, the system checks for every query the existing rights directly at the data source and create copies of the documents.