CRM Login screen

Website
Player live chat Player opens ticket

During service Admin (we) B2B B2C Agent

active hours? No

Manage Users Manage Users Manage Users CRM

Yes
Agents Players
B2B Players
(I supported)
CRM incoming New action
B2C B2C
action notification Players CRM Reminders
Follow-up
Players Que Chat
Reports Reports Reminders Que Tickets
Follow-up Notes
Que Chat Tasks
By Agent Que Tickets
Action Que By Agent
By B2B Notes
By B2C
By B2C Tasks
Action is not taken within
X Sec Reports
Activity Logs Activity Logs Reports
Players
By Agent
Ticket Que
By Agent By Agent Players
Chat que By B2B B2B (I supported)
By B2C By B2C Activity Logs Activity log

By Agent
Action Alert after X sec Billing Billing
Open ticket based on Chat
And update the player it was
created
B2B B2B Billing
B2C B2C
Action no taken after X sec
B2C

Integrations Integrations Integrations Integrations

External CRM External CRM External CRM

Knowledge base
Agent takes the action Knowledge base Knowledge base Knowledge base
Live chat
Live chat Live chat Live chat
Email/ SMS
Email/ SMS Email/ SMS Email/ SMS

Player account Id does not

Player account Id exists
exists

Reports
Create ne Player Id for
Pull updated data from B2C active brand Admin:
CRM
B2B reports - Amount of accounts, Totals by plan, Total monthly income, out of plan
actions, B2C accounts related, Plan change recommendation
Display user data and
Brand KB access B2C reports - Actions report, Players report (amount / returning for support), Soon to
move to per seat plan repot, out of plan highlighted

Agent - Productivity report (actions per hour/day/week/month) Avg time per action,
Worksheet, permissions report, Alert report

Update Brand CRM with all

Issue solved? Yes data
B2B
B2C report, Plan report (actions), Revenue report, Billing

No
B2C
Billing, Actions, Players report

Create
Forward action to next tier Update player
followup Follow-up
support with result
Alert

CRM API Communication

Update Player data Update our CRM

by sending a request Update B2C CRM
to the B2C CRM
Yes

Yes
Player is reaching to Player selects Agent takes the Player account Action solved?
support by Chat/ Ticket subject/ sub subject Chat/Ticket is in our CRM? No

No
Create new Player on Update our CRM
our CRM - Get user
Update B2C CRM
data by API from B2C Open Tier2/3 support
CRM
ticket
Open follow-up
reminder to Agent

Once teir2/3 reply - Update

Player using Update player
API