GREYHOUND DMS

GREYHOUND DMS is a customer relationship management (CRM) and document management system (DMS) that aims to streamline customer service processes and provide secure document management. According to the vendor, this software solution is suitable for companies of various sizes across different industries, including online and marketplace retailers, architects and planning offices, guesthouses and hotels, as well as tax consultants and their clients.

Key Features

Centralized Communication: According to the vendor, the software centralizes customer communication from various channels into one platform accessible to team members with appropriate access rights. This feature provides a comprehensive overview of customer communication and associated orders, promoting transparency and collaboration across departments.

Departmental Overview: The software displays incoming messages and tasks in a centralized manner, offering relevant information to each team member based on their responsibilities. This feature helps team members stay informed about others' work without losing focus on their own tasks.

Efficient Task Management: The vendor claims that the software offers intuitive handling and simplified processes to enhance efficiency. Only open tasks remain in the inbox, and reopened tickets are automatically assigned to the previous handler. The user-friendly ticket system interface facilitates effective task management.

Comprehensive Customer Insights: The software consolidates all customer communication into a single case, providing a comprehensive view of interactions across channels, departments, and employees. This ensures a complete and uninterrupted history of customer conversations.

AI and Automation for Service: The vendor states that the software includes an automation-pack with individual (chat) bots to handle simple queries without human intervention. Bots can access customer and order data to provide personalized responses, while complex queries can be escalated to the service team or initiate a callback request.

Collaboration and Transparency: According to the vendor, the software is designed to optimize collaboration and increase transparency within the team. It aims to eliminate duplicate work and improve communication, while automated reporting tools provide access to desired metrics for ongoing improvements.

Powerful Search Capability: The software offers an integrated full-text search that retrieves information from various sources, such as emails, phone notes, letters, faxes, tasks, attachments, and internal comments. This enables quick and accurate retrieval of desired information.

Efficient Team Collaboration: The software includes features like process locking during editing, annotations, and system logs, specifically designed for teamwork. These features help avoid duplication of work and coordination errors while maintaining an overview of tasks.

Insightful Reporting and Analysis: According to the vendor, the software provides detailed information on customer communication, including who, when, what, why, and with whom the communication occurred. This enables ongoing optimizations to enhance service efficiency and customer satisfaction.

Telephone Integration: The software seamlessly integrates with TAPI interface to handle incoming and outgoing calls. Telephone notes can be used to document call details and subsequent follow-up actions.