iSphere Global Inc.

iFrend

iFREND aims to replace the user interface for all your customer servicing functions used by the Call Centre and Back Office. Depending on your current system, that potentially gives little to no capability to the users to action the customer requests at the time of the call, iFrend is revolutionary and provides real time updates without the need of a batch.

A satisfied client said;

“The current system has no connectivity to the existing subsystems of the bank and is limiting the activities that could be executed by the users. As a result, even simple requests could not be processed by the agents while the call is ongoing. iFREND system provides a solution to this predicament. The architecture of iFREND is such that it is fully integrated to the back-end system and to all other subsystems of the bank”

iFrend is “back-end” agnostic and iSphere Global can retrieve the information required for your screens from any of your databases.

We have listened to our customers and developed a product that is Credit and Retail Bank specific (although we can customize it for many other areas), saves your CS Staff valuable time due to Bank Wide updates and is supported by a company that has been in operation for over 13 years.

So you can choose to purchase an expensive, inflexible non-specific CRM, or you can buy iFrend and be part of the future. The choice is that easy

Business Benefits

  • Increase revenue and profit
  • Get better information about customers
  • Track Sales opportunities
  • Increase Productivity of Customer Service.. Natural agent experience through business process based servicing.
  • Real Time Data access, no downloads and no duplication * Measure team performance.
  • Single point solution for front-end and back-end systems.

Servicing Functionality

  • Search/Related Cards/Account Inquiry
  • Permanent/Temporary/Instant Credit Limit Increase
  • Lost Card Reporting
  • Reinstate Card
  • Replace Plastic
  • Adjustments
  • Card Upgrade
  • General Memo
  • Address List/Inquiry/Update/Add
  • Authorization List/Add/Reversal
  • Card Activation
  • Card/Customer/Account Maintenance
  • Direct Debit details Inq/Maint
  • Pin Request
  • Phone and Email Maintenance/Details
  • Maintenance History
  • Payments History
  • Statement Details/Interest
  • Unbilled Transactions
  • Rewards Summary by Account/Customer/History
  • Rewards Adjustments/Enrollment
  • Redemption Add/Maint/Inquiry/Cancellation/Fulfillment
  • Online/Batch Letter Request
  • Notes Inquiry/Add
  • Payoff Inquiry
  • Permanent Credit Limit Decrease
  • Business Process Automation
  • Workflow Solution for non real-time service requests
  • Automate manual processes
  • Auto Updates the Customer Database at the end of a process
  • Handles multiple stages and multiple departments
  • Reduce Back Office Requirements
  • Tracks Service Levels
  • Reduces the handling time and automates the process

Sales Leveraging

  • iFREND empowers the CSO to make relevant and beneficial offers to the customer.
  • Streamlines the process, eliminating multiple steps, paper and actions the sale real time.
  • Improves Customer Satisfaction as CSO engagement with customer is increased.
  • Tracks Sales and Commission
  • Full campaign function
  • Block Code checking prior to Sale
  • Support Contact History, Follow-up, Forms for data capture, Scripting Straight thru fulfilment process can be established for eg:
  • Balance Transfer
  • Credit Limit Increase
  • Upgrades
  • Insurance
  • Card Cross Sell

Facts

  • Integrated platform
  • Customer View
  • Business Rule Integration
  • Easy Navigation and User Friendly Screens
  • Support Cross-sell Functionality
  • Advanced help
  • Call tracking
  • Customer Verification
  • Integration with phone systems
  • Reduction in Call Handling Time
  • Dramatically reduce training Time
  • MLI Based or API
  • Entitlement control by User, Caller, Account Type

for further information, please email : ifrend@isphereglobal.com