We did the basic R&D for some period and found that majority of business units did not have proper data collection and reviewing system for business decision making. Few of those companies had set up some systems giving partial view of information but such information was scattered.

We decided to bridge this information gap by developing "Magic Support" with user friendly features. This software collects data centrally and stores it in a web server. It is designed to increase the efficiency in data entry, its management, its review and analysis which in return makes business decision making process accurate and precise giving desired results. In addition to that the use of proper informative data will also increase the profitability, productivity, demands, cliental affairs, employees' affairs and customer relationship to achieve its optimum level.

1. Calls:

This menu has two options which show the total call details.
New Call: Allows you to enter a new call to a client. Includes features like - client details, call type and priority.

Call History: Shows you the history of total calls. You can see the allocation, subject of the call, customer details, the priority of calls, the status of calls, and edit option.

2. Call Basket:

This menu has the systematic bifurcation for each and every call you enter. It has four categories.
All calls: Shows you total calls with required information. You can see the allocation, subject of the call, customer details n his contact details, the priority of calls, the status of calls. Manage call option is also there from where you can change the status of that particular call you have selected.

High Priority Calls: This shows you the high priority calls. All calls are not equally important. We realized that, so accordingly, this special feature has been added. You can define priority for each and every call you enter. It eases the task and makes urgent calls easily available and for you.

Open Calls: Because of unavoidable circumstances, some calls are not completed or we don't get any outcome. Such calls cannot be called complete calls or closed calls. So we have given a facility to mark the calls open or closed. So that you can see the pendency of open calls. You don't have to call the client for the same purpose again.

Closed Calls: When the purpose of the call is solved, you can close the call. So you can know that you already have got the outcome of the call and need not to call the client again for the same purpose.

3. Reports

This menu enables you to get the different reports regarding the calls you did and the calls which are yet to be done.
Call Duration Report: You can see the call duration details of all calls. If you want to know the calls done between specific time periods, you can enter the dates and get the details.

User Calls: You can see the calls which are done by the users (employees). If you want to know the user calls done between specific time periods, you can enter the dates and get the details.

Customer Calls: You can see the calls which are done to the different customers. If you want to know the customer calls done between specific time periods, you can enter the dates and get the details.

User Status: You can see the details like user names, names of the users, their e-mail ids, the total number of calls each user has done, number of closed calls and open calls. You can analyze the call frequency, open calls of user, closed call of user and pendency of the user calls thru this menu.

4. Administrator

This menu is designed for the administrator who has to manage and edit the CRM menus, options and the other details of customers, users and calls.
Customers: You can add new customers to the CRM and also can edit/manage the already existing ones. If needed, you can disable, delete and enable any customer you want.

Users: You can add new users to the CRM and also can edit/manage the already existing ones. If needed, you can disable, delete and enable any user you want.

Departments: Every business unit has various departments like sales, marketing, dispatch, accounts etc. The administrator can add different departments from here. If he wants to delete some department, the delete option is there.

Designations: Administrator can add and edit the designations from here. If he wants to delete some designation, the delete option is there.

Call Type: Administrator can add the call types like complaint call, problem call, H.R. call, marketing call etc.

Problem Type: The problem types can be added from here. I.e. Some customer complained his internet website host regarding the malfunction of his site; the problem type would be 'Website Function Related'. .i.e. if a customer complains about the quality of the furniture he ordered, the furniture company would consider this problem as 'Quality Related'. The administrator can analyze the problems and get to know what types of problems his customers are facing the most. Later, he can concentrate at such problems and do the needful.

Status of Call: If the resolution of the call is given, and there is no genuine need to call the customer for the same matter again, the call is considered as a 'Complete Call'. And if not, it will be considered as 'Incomplete Call'. The administrator can add the status from this menu.

Action Type: When a customer complaints, suggests, appreciates, what action the user performs over it, that has to be defined here. Administrator can add the actions which he wants his employees should perform.

Customer Type: Many of business units have multi-type clients. I.e. we, Magic Box Soft Tech Pvt Ltd. have IIM-A, Sayona Life Science, Sayona Chemicals, Oswal Group as our clients. IIM-A is a management institute, Sayona Life Science is a pharmaceutical company, Sayona Chemicals is a chemical manufacturing company, Oswal Group is in infrastructure, valve manufacturing etc. So if we want to add these customers to our CRM, we would bifurcate them by their business types, so that it would be easier for us to review their details, and also of all our clients who have same business. We shall have to add customer types like Management Institute, Pharmaceutical Company, Chemical Industry, Infrastructure Company, Valve Manufacture etc.

Countries: Many business units have international companies/clients. If they want to see the details of the companies/clients of any particular country, they will have to make categories to bifurcate the companies/client, country vise; so that the multiple companies/clients can be added under one country.

Cities: The administrator can add cities from here. If he wants to see the details of the clients of any particular city, they will have to make categories to bifurcate the clients, city vise; so that the multiple clients can be added

Roles: The administrator can assign the roles to the users from this menu. Edit and delete options are also there.

Rights: The special rights can be assigned to the users from this menu. i.e. administrator has all the rights. He can access entire CRM and edit whatever he wants, but a middle layer employee cannot. He is given only a few rights. Such rights can be managed thru this menu.

5. To Do

Manage Task: The administrator can add tasks in this menu. There is a calendar given at the top to ease the date confusions. Date wise tasks will help the users to remember what they are suppose to do. Also there will be an official record for the same.

6. Bulk Mail

Bulk Mail is a menu which eases the efforts of the administrator while sending an e-mail. Having a big address book, choosing every single recipient and mark down his e-mail id is a very time consuming process. Bulk Mail is the solution to that. You define a group and add the contacts into it and when you have to send an e-mail, just click on that group to select it. Once it is selected, you don't have to write down all the contacts. It is a very effective tool when you have to communicate some advertisement, instructions, news & updates, announcements to a large number of people. Just in a few clicks your message is e-mailed to the defined groups.

Groups: The administrator can add the groups of his choice thru this menu. If the administrator has a group of partners, the group name should be 'Partners' Group'. If he has a group of recipients who are his friends, the group name should be 'Friends'.

Contacts: He can add, delete and edit the contacts from this menu.

Templates: He can add and edit the desired templates from this menu.

New Mail: The administrator can compose a new mail, add recipients, add a group as a recipient, choose a subject, insert the matter/content, and send it to the group.

7. Settings

Change Password: The administrator can chance the login password from this menu.