Unified Intake
Capture cases from customer channels, operational sources, and IA- or CHI-related sources where applicable.
Platform capabilities
A controlled operating platform behind every customer-care interaction.
i-CRM centralises intake, classification, ownership, SLA, communication, evidence, closure, evaluation, and insight without losing customer context.
End-to-end lifecycle
One clear lifecycle from customer submission to resolution and insight.
The customer experiences one connected journey while every action remains controlled, traceable, and measurable.
01SubmitReceive a complaint, request, or suggestion.
02RegisterCreate the customer and case reference.
03Validate & ClassifyConfirm information and apply business classifications.
04Route & AssignMove the case to the responsible team.
05Handle & CollaborateWork across roles while preserving accountability.
06Monitor & EscalateCalculate SLA and intervene before delay.
07CommunicateKeep customer messages linked to the case.
08Resolve & CloseRecord decision, outcome, evidence, and closure.
09EvaluateTrigger feedback after the relevant service.
10Analyse & ImproveUse reports, surveys, and root-cause insight.
Platform capabilities
Govern the complete case lifecycle in one operating model.
Case Classification
Configure types, products, categories, titles, causes, origins, validity, and closure values.
Routing & Assignment
Apply rules based on category, department, group, role, and operational responsibility.
Case Reassignment
Reassign ownership without losing customer context, SLA history, communication evidence, or accountability.
Calendar-Based SLA
Calculate deadlines using approved working days, hours, weekends, holidays, and non-working periods.
Escalation Control
Configure levels, alerts, next escalation dates, overdue detection, and supervisor visibility.
Communication & Evidence
Keep SMS, email, customer messages, attachments, comments, formal responses, and files linked to the case.
Closure & Evaluation
Record decisions, outcomes, closure reasons, post-closure review, and service feedback.
Dashboards & Reports
Monitor SLA, escalation, overdue cases, root causes, survey results, performance, and exports.
Routing, assignment, and Case Reassignment
Move every case to the right team without losing customer context.
Previous owner, new owner, reason, date, time, and user remain traceable while SLA history and evidence continue without interruption.
01
Classify
Customer context and history remain connected.
02
Route
Customer context and history remain connected.
03
Assign
Customer context and history remain connected.
04
Reassign when required
Customer context and history remain connected.
05
Continue without interruption
Customer context and history remain connected.
Calendar-Based SLA and Escalation
Resolve customer cases on time with proactive SLA monitoring.
Business calendar
Working days, hours, weekends, holidays, and non-working periods.
SLA calculation
Deadlines according to case category and approved service rules.
Early warning
Highlight cases approaching breach before customer impact increases.
Supervisor visibility
Show overdue cases, escalation level, owner, next date, and bottlenecks.
Platform operating layers
Connected channels, controlled case management, configurable governance, and measurable insight.
Customer & service channels
Online Portal, Mobile Application, Call Center, Email, WhatsApp, Social Media, Service Desks, Internal Departments, and regulator-related sources.
i-CRM case management
Customer profile, case workspace, complaint/request/suggestion management, routing, Case Reassignment, SLA, escalation, communication, evidence, and closure.
Survey, configuration & governance
Survey Engine, question banks, business classifications, roles, permissions, workflow calendars, escalation rules, communication templates, and visibility controls.
Data, reporting & management insight
Operational data, communication history, audit history, dashboards, reports, exports, root-cause analysis, and service trends.