Unity®

UnityUse the power of Microsoft Dynamics CRM:

deliver the best customer experience!

www.brightone.nl

E-mail Phone Mobile ShopWebsiteChatSocial

Your customer travels through multiple channels. A customer journey for which we provide a unified approach. The result? An excellent customer experience using:

Case Management

360-degreeCustomer View

ServiceLevels

MarketingCampaigns

TaskManagement

Knowledge Management

All in ONE powerful, field-proven solution:

Unity

Letter

At brightONE we have strategically chosen Microsoft Dynamics CRM as the foundation of Unity, our all-in-one front office application. The innovative roadmap of this Microsoft based solution guarantees you all the technical possibilities to deliver excellent customer experiences through multiple channels and all the stages of the customer lifecycle. Combined with our (Microsoft certified) expertise in the field of both IT and business optimization we are the preferred business partner of organizations that are looking for a future-proof customer interaction platform.Our mission? To support your customers in experiencing a seamless customer journey with your organisation. A journey that is cross-channel, consistent and contextual. The result? More effective customer operations, resulting in higher Net Promoter Scores, less customer effort and thus better business results!

Unity®

www.brightone.nl

ContactBasicweg 243821 BR Amersfoortwww.brightone.nl

Harry van Someren,Manager Customer Interaction SolutionsT +31 (0)65 257 0789harry.vansomeren@brightone.nl

Leonard Ariëns,Sr. Commercial ExecutiveT +31 (0)65 339 9925leonard.ariens@brightone.nl

Customer / Lead managementUnity empowers your front-end professionals. It enables them to manage customer interaction and store all their personal, business, contact and product data. Unity automatically ties the right activities to the right customer, saving unnecessary linking and time. The application also supports the process of turning contacts into prospects, thus supporting the sales funnel.

Service LevelsTime is money, both to the customer and you. Manage customers’ expectations by embedding Service Level Agreements in your operation. Your SLA’s are visible in every step of the process and can be applied to any activity or case. They even can be situation-based, resulting in prioritized SLA’s.

Case managementCustomers expect to be recognized and receive support based on their personal history with your organization. Case management offers the possibility to support your front office with easy insights into earlier and relevant interactions. A detailed history of customer requests is available.

E-mail managementE-mails are displayed in distinct queues, connected to specific customers. E-mails and their cases can be quickly previewed in one view. From the queue they can be easily assigned or handled.

Task managementTask management ensures your team gets things done, both efficiently and effectively. Tasks can be easily created and assigned from anywhere in Unity. All assigned tasks can be found directly in the appropriate queue.

Knowledge managementEmpower your employee by using a powerful knowledge base. Relevant content is always available and easily used while interacting with customers. Relevant answers can also be inserted into E-mail, providing accurate information to the customer for now and later.

Marketing CampaignsWe understand the power of targeting your customers with the right propositions at the right time. Therefore we offer a smart solution to integrate campaign management into your customer contact operation. You are able to plan, launch and track activities making your marketing efforts measurable. Campaigns can be scheduled giving you the opportunity to launch campaigns flexibly and at the most appropriate time.

PlatformWe offer all our features and possibilities in ONE powerful platform with an intuitive interface. Unity delivers one platform for both accessing and controlling your business logistics and customer data.

360-degree Customer ViewKnow your customers’ details and needs with a complete, real-time and accurate view of the customer while interacting with them. Unity provides your front office professionals with relevant, contextual customer intelligence. Not only personal and contact details are available, but also suggestions for marketing related events are presented to help you understand the needs of your customer. Up-to-date contact moments are available in the activity history showing all types of activities, their SLA and their related case in one view.

MobileAccess to the real-time status of productivity everywhere and 24/ 7? The mobile Unity app offers a peek into your business performance.

Telephony handlingWe connect your telephone devices to Unity, letting your employee control the telephone and all inbound and outbound phone calls. With only one click an outbound call is initiated and telephone actions can be initiated per call. All telephone records and details are captured and can be used for future reference.

Social mediaUnity can link social media channels to the customer so you can also hear the customer’s social voice. Be proactive and engage the customer by assisting them on these channels.