iUnifyMate – Unified Connect stands for Customer relationship management. It is the practice of deliberately managing customer and prospect interactions, often using technology to automate and streamline these processes. It is the alignment of sales, marketing, customer service, and technical support.

Consider this: In a pre-CRM business environment, there is a customer service phone line where customers can dial in and get help with a particular company’s products. When that customer calls, nobody asks them the name of their account, nobody does any record-keeping of what the incident was and how it was handled, and nobody notifies the sales territory manager for that account that this particular customer has been having issues. This means that if that customer has a subsequent issue and calls again, nobody they speak to on the phone has any background on the customer’s prior incidents — this is a pretty good way to make customers feel ignored and uncared for.

CRM or Customer Relationship Management software is a tool that allows you to have successful interactions and communication with customers, business partners, suppliers to increase sales and business productivity. CRM can enable you to actively manage your customer relations in an organized and strategic way.


It makes the small business owner delight each and every one of your leads, prospects, and customers through personalized correspondence. CRM understands your customers and their needs in order to maximize your marketing and customer service capabilities.

Key Features

  • Advanced Skill-Set Based Routing (Phone Number/Language/Q-Time and etc.)
  • Complaint/Ticket Management System
  • Reports Scheduling
  • Call transfer includes, screen transfer, Internal, External Transfer With Call Conference, thus caller will not have to repeat any information
  • Integrated GIS (Google Map)
  • Integrated VTS (Vehicle Tracking System)
  • Integrated Chat with Ticket Management
  • Integrated E-Mail with Ticket Management
  • Integrated Social Media (Twitter, Facebook, YouTube) with Ticket Management
  • Ticket history
  • Customizable Agent CRM
  • Customizable Agent Ticket CRM
  • Centralized Quality Control Module
  • Web Based Real-Time Monitoring and Reporting tool for Supervisors
  • Call Dispatcher Module
  • Details and Service Request Reports
  • Offline CRM
  • Ticket/ Video-Wall Dashboard
  • Advanced Search Module (for searching old and new tickets/tickets history/ Customer Details)

Customer Relationship Management manages all the business contacts data includes leads, prospects, customers, and also other business partners. CRM consolidates customer information and documents into a single CRM database so that business users easily access and manage it. It stores activity information for phone calls, meetings, emails and much more. This helps you know exactly what to talk about the next time you meet or email someone. It has the ability to track performance and productivity based on information logged within the system.

CRM is a shorthand for Customer Relationship Management. For the purpose of improving business relationships, the firms adopt practises, strategies and technology to manage and analyse customer interactions which will be profitable in terms of customer retention and driving sales growth.

CRM system gives the complete data to the customer handling staff regarding the customer’s buying history, preferences and concerns. It’s rare to find a combination of help desk and CRM. Many companies offer support services but they failed when it comes to CRM.

In that condition, UVdesk is the ultimate solution which is a mixture of both help desk and CRM. It has been intended to help the customers with their grievances and providing them the answers which fit their requests. It is well equipped to meet the business requirements.


Here goes the list of features which this product is offering to the clients:

Powerful ticket management system which ensures resolving queries within fastest possible time.

Help to reduce the volume of support requests due to the presence of knowledge base from where customers can get instant information underlying in different articles.

Automating the work process with ready to use email templates, canned responses, event and triggers which surely saves time and get in back to the customers faster with a quick response. Assures management of lead and you will not be able to miss a single valuable client.

In that condition, UVdesk is the ultimate solution which is a mixture of both help desk and CRM. It has been intended to help the customers with their grievances and providing them the answers which fit their requests. It is well equipped to meet the business requirements.


Daily managers struggle to find best assets to manage customer relationships. Some of them focus on innovative approach only, others stick to old-fashioned ways like spreadsheets, business cards, email base and regard them to be the best. All of these ways work, though there is one thing they all miss – continuous collaboration with customers and their stories. And you need it.

You see, it is a must for to store this information one place! What you need is need a Customer Relationship Management (CRM) system. Nothing new. However, sometimes companies using a CRM system have no idea how to make a good use of it. This is another pain that goes along with the proper customer management assets. In fact, things are much easier than it may seem. What you need is:

  • Customer information
  • Collaboration stories
  • Automation of day-to-day sales &
    marketing activities
  • A decent workflow
  • All In One Place

Most of CRM systems can help you with that, though choosing any system would be wrong. If you want to care only development of your customer relationships and don’t waste time on setting up your CRM, check if your system has several important features. Let’s check them one by one.

Business Process Automation

A CRM system should automate business processes. Although it is up to each company to decide which tasks will benefit most from automation (not every integration will be profitable for every company). The time and money saved with less data entry or better reporting will bring benefits, including an improved relationship with each customer.

Tracking Partners & Product Support

A CRM system should effectively collect information about partners and product support. This information helps manage the customer experience, since you receive the information about when, why, where, how, the client was dissatisfied with a product or service.

Flexible Security & Access Permissions

A good CRM system not only keeps data secure, but also gives the role-based access to various information. It should have an obvious way of allowing specific users access, without compromising data security.

Billing & Invoicing Functionality

A well-equipped CRM system should also track billing and invoicing status of each customer. This keeps your financial information organized and reviews things such frequency or timeliness of payments.

Integration with External Applications

A key feature of any CRM system is its ability to integrate with external applications. Integration with an organization’s existing ERP is crucial when you try to collect and maintain accurate customer information.

Integration with Social Media Platforms

Today a randomly appeared in a timeline post can bring you a project or positively affect company reputation. For that reason, integration with social media is valuable. Besides, it can be quite difficult to track social media activity of potential and current clients, but when you have it at hand maintaining good relationships can be much easier.

CRM VoIP Telephony

A good CRM system should provide built-in calling opportunities. This allows to capture the conversations, automate call center workflow and call reporting. CRM telephony is a good way to optimize calling.

Data Reporting

Entering and organizing the data is a key function of CRM solutions. Still, a truly effective CRM system will also help analyse the existing data. Without a data reporting component, it will be hard to find customer behavior trends or to understand which actions need to be taken to improve a customer relationship. Exporting, compiling and analyzing marketing data or customer billing analysis tools are all part of effective CRM software.

Customer Relationship Management Software normally abbreviated as CRM is a special application properly designed to help a business organization or company in managing all data that are associated with its clients. Aspects covered include sales, marketing, ongoing follow-ups, support services and so on.

Multiple User Environments

The CRM software application comes with unique multiple user environment which allows every member of your organization to communicate effectively. Each member is allowed to have access to the schedules of the other members connected. This encourages effective network connectivity.

Sales force Automation

This is another wonderful feature of the CRM software. It could be in form of Marketing Automation which enhances connectivity among marketing departments of the company making use of the software. This feature makes various marketing processes easier by automating repetitive tasks. Most consultants and marketing employees of the company benefit from the feature as they are given the room to specify various criteria and outcomes for all kinds of tasks and processes. The software interprets and stores the processes perfectly thereby reducing human error in the organization.

Effective Data Backup System

It’s always a tragedy to lose vital data in a computer network system by any means. The Customer Relationship Management Software has an effective hourly data backup feature that prevents data loss. You’re sure to retrieve all your data anytime as they are automatically secured through the back-up system each time an operation is being carried out.

Document Sharing

The CRM software also allows document sharing among all the members of the organization who are connected through the application. Each member can easily have access to other members’ document. This enhances perfect communication in the organization and also ensures quality output production.

Wide Range of Reports

The software allows wide range of reports in diverse manners. It supports proper email Marketing Automation and reporting without any hassles. This enhances the connectivity of all members using the software. Time is also effectively utilized in the process.


Indeed, the CRM software has other unique features such as contact and lead management, import and export functions, customizable knowledge base and so on. It also has features that support outlook express and other likely applications. Your company stands the opportunity of changing level digitally when this software is properly installed.

Managing the leads:

Whatever may be the requirement of the support request, it is created in the form of task and agent is assigned for working on it. The CRM system tracks the ticket to check the work progress of the assigned task.

The image below illustrates how the task is handled in UVdesk. The user raise the query and it is marked for task, the assigned agent handle the task by providing the apt solution.

Customer service is important to an organization because it is often the only contact a customer has with a company. Customers are vital to an organization. … Consequently, when they have a question or product issue, they expect a company’s customer service department to resolve their issues.

CRM is about understanding who your customers and potential customers are, and nurturing the relationships you have with them. It is also about understanding the needs and behaviours of these people, whilst reacting to them, and adapting as these change.

There are numerous compelling reasons to employ CRM strategies. Here are just a few for starters.

Targeted customer relationship management

CRM is about understanding who your customers are in every business. When you know what makes them tick, you can better target your sales and digital marketing services, or even the products or strategies that you sell to match their needs.

By offering a targeted approach, you will not be wasting time in failing to meet the needs of your customers. You can also develop a personalised approach to your marketing, and focus on those that give you the best return.

In using CRM to target specific groups of customers, or even potential customers, you can improve your offering. This can, ultimately, help to boost sales and growth, whilst driving customer loyalty.

Communication channels

It is a fact that as technology has evolved, the number of communication channels has also grown exponentially. This means that businesses now have multiple different ways in which to communicate with their customers, including both offline and online methods.

Having more communication channels is a good thing for a business, but it also makes the ability to interact with customers, and serve their needs, something of a challenge.

The need for effective customer relationship management becomes even more pertinent as the number of communication channels increases.

Improved experiences

CRM is about building relationships with your customers, so that, ultimately, they enjoy positive experiences when interacting with your brand. As a business grows, it may be hard to keep track of customer interactions, and there is the possibility that a poor interaction may slip through the net.

Customer experience management is about making sure that you are aware of the experiences customers are having with your brand, and reacting accordingly. By implementing appropriate systems, such as digital marketing services you can ensure that positive and negative experiences are handled effectively.

Nurturing experiences as part of your CRM strategy can help to improve customer loyalty, and enhance the good reputation of your brand name and image.

Focusing your business

How do you know if you are offering your customers exactly what they want? Do you actually know who your customers are? Even if you have the answers to these questions, this may change over time.

Having CRM systems in place means that you can answer these questions. It provides you with the information you need to understand what your customers’ want or need, and who they are. You can use this intelligence to steer your brand in a particular direction.

Keeping up to date with customer demands is essential to ensure you stay ahead of your competitors. It also offers you the best chance for business growth, and for making improvements.

New customers

CRM is not just about nurturing the relationships with those people who already purchase from your brand. It is also about gaining new customers, and converting potential customers into new and returning customers.

If you want your business to flourish, you cannot simply rely upon your existing customer base to achieve this. You need to implement marketing strategies to win new customers over, especially if you operate in a competitive market.

CRM tools let you identify potential customers who may be interested in your brand, and focus your marketing efforts on engaging with these prospects. These could be people who have made an enquiry in the past, or who fit the demographic profile of your target audience.

Cost effective

Putting systems in place to implement CRM strategies may sound like a time consuming and costly affair, but it can offer a very strong return on investment.

By building relationships with your customers, you get to understand their needs and desires, so you can become more targeted in your approach. You can work out which of your customers are profitable for your business, and which are not.

CRM ensures that you don’t waste time and money implementing the wrong strategy for the wrong customers. By being targeted and focused, you maximise your sales and growth potential.

Reputation management

By giving customers what they need, solving their problems and responding to ensure that they have a great customer experience, you increase satisfaction. This enhances loyalty and boosts your reputation.

Building relationships with customers and potential customers is certainly not something any business can afford to ignore if it wants to achieve success.


Customer Relationship Management (CRM) software mainly help businesses collect, organize, and manage customer information. To go into the specifics, CRMs do these things to and for a company:

Promotes Collaboration

Multiple departments can access, work on, and view updates on each and every lead being nurtured, customer being acquired, customer being maintained, etc. With collaboration comes increased accountability. Every activity is recorded real-time which means all notes, dispositions, and communications are time-stamped and logged.

Accurate Data and Analytics

Data has become a valuable part of any business’ sales & marketing efforts. It allows your team to come up with strategies geared towards success and enables you to better understand what your customers want.

Better customer experience

The ultimate benefit of using an efficient CRM tool improves the level of customer experience that your team provides. Better collaboration, accurate data, and improved productivity leads to making prospects and customers feel valued and important.


A well-implemented CRM system can replace manual processes that create significant organizational inefficiencies. But CRM systems don’t just create efficiency by reducing the use of inefficient processes.


CRM systems give companies the ability to move away from tools, like spreadsheets, that appear to be entirely functional but fall short in a variety of areas.

Increased accountability

When companies lack the tools to mange their customer relationships, customers are bound to fall through the cracks. CRM systems can help ensure that this doesn’t happen by adding a layer of accountability to the customer relationship management process.

Improved customer experience

Ultimately, for all of the benefits CRM systems provide to the companies that use them, the biggest benefit of CRM systems is that their use leads to a better overall customer experience.

The CRM Benefits multiple benefits to a company such as:

  • It helps to build the profitable relationship by maximizing the effectiveness of the customer interaction.
  • To identify the new opportunities, analyze performance & also diagnose the potential issues.
  • To tailor the system & match your business process & user preferences.
  • To access the vital customer information anytime & everywhere.

Lets you manage your pipelines & sales in a simpler, cleverer, more efficient way.

  • To fill the sales pipeline with the reliable & qualified leads that bring in consistent conversion.
  • To integrate with other business management solutions.
  • Automatically create new deals according to rules set by you and then scheduling nurturing activities for the sales reps.
  • Store and organise all the data about companies you deal with, customers, stakeholders, sales processes and more. All data is safely stored and clearly organised for further use.
  • Allows you to keep a separate profile for each business deal with everything related to it (emails, chat messages, notes, stakeholders, scheduled activities) on a single timeline.
  • Have an analytics features with customizable dashboards: data on number of emails sent, activities done and deals processed by each representative.

Social media– social media platforms, such as Twitter, have become popular customer communication platforms, making it important for companies to support these channels

Mobile access– customers demand support for mobile-friendly communication services, such as application and text support.