Ontech CRM Features

A complete platform for customer engagement, case management, and business intelligence.

Unified Inbox

All customer conversations from every channel in one view. Your agents never miss a message whether it comes from USSD, SMS, WhatsApp, Email, Live Chat, or Facebook.

  • Single view for all channels
  • Smart routing and assignment
  • Canned responses and templates
  • Real-time collaboration between agents

Case Management

Track and resolve customer issues with automated workflows, SLA monitoring, and escalation management. Built-in compliance tools for industry-specific complaint reporting requirements.

  • Automated SLA tracking and alerts
  • Multi-level escalation workflows
  • Regulatory-compliant complaints register
  • Resolution time analytics

Complaint & Inquiry Registers

Maintain regulatory-compliant complaint and inquiry registers with automatic categorization, SLA deadlines, and submission exports. Every complaint is tracked from receipt to resolution.

  • Complaints register with auto-numbering
  • Inquiry register for non-complaint interactions
  • Automatic categorization and priority assignment
  • Regulatory submission report exports
  • Trend analysis and root cause tracking

SLA & Auto-Escalation Engine

Define SLA rules per case type, priority, and customer segment. The engine automatically monitors deadlines, sends breach alerts, and escalates to the right people when targets are at risk.

  • Configurable SLA rules per case type and priority
  • Multi-level escalation with custom triggers
  • Pre-breach warning notifications
  • Escalation audit trail and reporting
  • SLA performance dashboards

Campaign Management

Create, schedule, and track marketing campaigns across SMS, email, and WhatsApp. A/B test your messages and measure ROI in real time.

  • Bulk SMS via local MNO gateways
  • Email campaign builder with templates
  • A/B testing and audience segmentation
  • Campaign performance dashboards

Marketing Automation & Lead Management

Build automated marketing workflows with visual builders, trigger-based sequences, and lead scoring. Capture leads from any channel, nurture them through the funnel, and track conversions.

  • Visual workflow builder with drag-and-drop
  • Lead capture, scoring, and pipeline stages
  • Trigger-based nurturing sequences
  • Conversion analytics and attribution
  • Multi-channel campaign orchestration

Collections Module

End-to-end collections management with smart queue allocation, payment arrangement tracking, aging analysis, and automated payment reminders via SMS.

  • Smart collection queue assignment
  • Payment arrangement tracking
  • Aging analysis and reports
  • Automated SMS/email reminders

Document & Approval Workflows

Digitize your business processes with configurable multi-level approval workflows, document verification, and real-time status tracking — from applications to contracts to service requests.

  • Digital application and request intake
  • Multi-level approval workflows
  • Document upload and verification
  • Business system integration for fulfilment
  • Application status tracking and notifications

AI Analytics

Ask questions about your data in natural language and get instant insights. Revenue forecasting, customer segmentation, and trend analysis powered by AI.

  • Natural language data queries
  • Predictive customer segmentation
  • Revenue and trend forecasting
  • Custom report builder

AI Chatbot

Deploy an AI-powered chatbot that handles customer inquiries 24/7. Intent recognition, account lookups, FAQ resolution, and seamless handoff to live agents when needed.

  • Natural language understanding and intent recognition
  • Account and order status lookups
  • FAQ resolution and knowledge base integration
  • Seamless handoff to live agents
  • Conversation analytics and training dashboard

Customer 360

A complete view of every customer — their profile, interaction history across all channels, cases, payments, and behavioral patterns. Everything your agent needs in one screen.

  • Unified customer profile
  • Cross-channel interaction timeline
  • Document and note attachments
  • Customer health scoring

Agent & Workforce Management

Manage agent schedules, skills, availability, and performance from a single dashboard. Optimize staffing based on queue volumes and ensure SLA compliance through smart workforce allocation.

  • Agent shift scheduling and availability
  • Skills-based routing and assignment
  • Real-time agent performance dashboards
  • Queue volume monitoring and forecasting
  • Break management and adherence tracking

Customer Self-Service Portal

A branded customer portal that empowers your customers to manage their accounts, submit and track cases, view statements, and make payments — all without agent intervention.

  • Account statements and transaction history
  • Online payments and billing
  • Case submission and status tracking
  • Product catalog and applications
  • OTP-based secure authentication

Integration Capabilities

Connect Ontech CRM to the services your business already uses.

USSD

Short code menus on all networks

Voice SIP

Asterisk & 3CX PBX

SMS Gateway

SMPP to all MNOs

Business Systems

REST API integration

WhatsApp

Business API

REST API

41+ endpoints

Webhooks

Event-driven integrations

LDAP / SSO

Active Directory integration

Payment Gateways

Mobile money & card processing

ERP

Invoices, contracts, projects

See It in Action

Schedule a personalized demo and see how Ontech CRM can transform your customer engagement.

Request a Demo