Guest post by
Saurabh Dwivedi, Consultant, Infosys
In the last part, I have recalled how the lack of information with the service agent led him to overcommit which in turn brought down the service level commitments severely. Then I talked about the information gap which can be potentially plugged in by the CRM system. In continuation of that, in this part, I will try exploring the Siebel CRM system capabilities which can ensure that the customer service agent has access to complete information in their CRM systems and is also able to pass on the complete service requirements and commitments to the assigned technician.