Our Electronic Customer Relationship Management System

Our ECRM is a tailor-made system developed to deliver a higher level of service to our customers and to streamline internal processes, making them more efficient.

ECRM is a web-based system that allows customers to access our services, instantly. They are able to log into the system using a specified password and log any cleaning and maintenance requests they may have.

Customers have the choice of logging requests directly into ECRM or calling and/or emailing our National Customer Service Centre. Once a request is logged, it is given a time frame for action and sent directly to our account managers, supervisors and cleaners.

ECRM has been a successful tool in cutting customer request wait times dramatically. From requesting the clean-up of a spill, a quote for carpet steam cleaning or to a request for more tissues for their office, the system caters for all.

Customers can also view the live status of their request at any time through ECRM. This means, they know when and who the request has been allocated to, and view any comments made. Our National Customer Service Centre will monitor the progress of each request to ensure it is performed and signed off within the given time frame. 

Any request that is not actioned on-time is escalated to Customer Service/Operations Management.

Regardless of how a customer wishes to contact CMC, whether it is direct via ECRM, phone, fax or through email, ECRM will record, monitor and report on requests giving our customers open and transparent communication.

ecrm