SERVICE AUTOMATION

Automate support.
Elevate every interaction.

Our Support CRM elevates service operations, streamlining support, managing tickets proficiently, and offering personalised care. The result? Enhanced customer loyalty.

Service automation
SECURITY ARCHITECTURE

Zero public webhooks. Zero leakage.

All event triggers, ticket updates, and customer notifications are processed internally via private message queues. No payload ever leaves your perimeter.

Dual-key permission walls for sensitive customer data
Private message broker (Kafka/RabbitMQ), no public SaaS
Encrypted at-rest storage with dedicated keys
Immutable audit log for all customer data access events
DeploymentOn-Prem / Cloud
Channels5 Unified
SLAConfigurable
PLATFORM MODULES

Everything your service team needs.

BPM and Workflow Engine

SimpleCRM's BPM Engine helps design, automate, and optimise service processes ensuring consistency, efficiency, and compliance across all operations.

Gen-AI Service Copilot

Our Gen-AI Service Copilot provides agents with next-best actions, automates routine tasks, and identifies upsell opportunities, enhancing customer satisfaction.

Chatbots & Digital Channels

AI-powered chatbots handle routine inquiries and escalate complex issues, integrated with WhatsApp, Facebook, and web for 24/7 customer support across all channels.

Field Service Mobile App

SimpleCRM-Go provides offline access, dynamic notifications, and real-time updates for iOS and Android, keeping field service teams productive and responsive.

360° Customer Timeline

Complete interaction history, calls, emails, chat, branch visits, unified in a single ledger accessible only inside your network.

Omnichannel Inbox

Voice, email, WhatsApp, web chat, and in-app tickets funneled through a single agent interface. No third-party routing middleware.

SLA Fast-Path Routing

Intelligent ticket routing based on customer tier, issue type, and agent skill matrix. Automated escalation when SLA thresholds approach.

FREQUENTLY ASKED QUESTIONS

Common questions about Service Automation.

Can't find what you're looking for? Visit our full FAQ library or contact our team.

SimpleWorks Service Automation is an AI-powered customer service CRM that handles ticketing, case management, and omnichannel support. It enables 24/7 service through chatbots, automates routine queries, and gives agents a 360-degree customer view for faster resolution.

Yes. Service Automation includes AI-powered chatbots that integrate with WhatsApp, Facebook, and your website. They handle routine inquiries automatically and escalate complex issues to live agents with full conversation context preserved.

Tickets are automatically categorised and routed using rule-based workflows and AI-driven sentiment analysis. High-priority or negative-sentiment cases are flagged for senior agents, while routine requests are resolved via self-service or chatbot.

The Gen-AI Powered Service Copilot is an AI assistant embedded in the agent console. It suggests next-best actions, drafts responses, auto-summarises long interactions, and surfaces relevant knowledge articles so agents resolve tickets faster and with higher accuracy.

Yes. The built-in sentiment analyser scans ticket text, email, and chat transcripts in real time to flag frustrated customers so managers can intervene before the issue escalates.

Yes. The platform supports GDPR, HIPAA (for healthcare), and RBI guidelines (for banking), with role-based access, encryption in transit and at rest, and configurable data residency options including on-premise and sovereign cloud deployment.