R‑CRM Field & Service CRM.
Field operations and customer support — tickets, dispatch, and SLAs in one place.
Integrates with R‑SMS for billing context and R‑CAS for entitlement checks. Mobile‑first tools keep teams on schedule without paperwork.
At a glance
- 1 Mobile‑first tickets, installs, and sign‑offs.
- 2 SLA timers, escalations, and dispatch workflows.
- 3 Metrics like MTTR, FCR, and NPS in one view.
What you get with R‑CRM
Mobile field apps
Technicians handle installs, tickets, photos, and sign‑offs — online or offline.
Ticketing & workflows
End‑to‑end tickets with SLA timers, escalations, and approvals.
Billing context
Integrates with R‑SMS/R‑Pay and 3rd‑party billing so agents see balances, plans, and holds.
Dashboards
Live views for backlog, SLA attainment, MTTR
API access
REST endpoints to connect provisioning, inventory, or messaging providers.
Role‑based access
Granular permissions, audit trails, and customer data safeguards.
How R‑CRM keeps service reliable
Intake routes to triage and dispatch,
Intake → Triage/Dispatch → Work order/Visit → Resolution → Metrics/KB → Continuous improvement
Key Terms ▾
- CRM
- Customer Relationship Management Customer Relationship Management (CRM)Tooling and processes to manage customer interactions.Why it matters: Coordinates sales/support data with lifecycle messaging.
- SLA
- Service Level Agreement Service Level Agreement (SLA)Contracted reliability and response guarantees.Why it matters: Sets expectations for uptime and support.
- Ticket
- Support request
- MTTR
- Mean Time to Resolution Mean Time to Resolution (MTTR)Average time from ticket open to resolution.Why it matters: Primary responsiveness KPI for support and field ops.
- FCR
- First Contact Resolution First Contact Resolution (FCR)Share of issues resolved in the first interaction.Why it matters: Improves customer satisfaction and reduces costs.
- NPS
- Net Promoter Score Net Promoter Score (NPS)Customer loyalty metric based on likelihood to recommend.Why it matters: Signals overall service quality over time.
- Dispatch
- Assigning work DispatchAssigning work to technicians with the right skills and location.Why it matters: Reduces time to fix and travel overhead.
- Work order
- Technician job Work OrderFormal job instruction for a technician or team.Why it matters: Standardizes tasks, parts, and checklists.
- RCA
- Root Cause Analysis Root Cause Analysis (RCA)Process to identify underlying cause of an incident.Why it matters: Prevents repeats and feeds continuous improvement.
- KB
- Knowledge Base Knowledge Base (KB)Repository of solutions, SOPs, and playbooks.Why it matters: Improves FCR and speeds up onboarding.
Frequently Asked Questions
Browse all FAQs →Can technicians use the system on mobile?
Yes—field apps support installations, tickets and SLAs.
Does it integrate with billing?
R‑CRM integrates with R‑SMS/R‑Pay and can connect to 3rd‑party billing via API.
Can I build dashboards?
Yes—operational dashboards with ticket SLAs, backlog and customer health.
Is there an API?
Yes—documented REST endpoints are available.
How do you manage permissions?
Role-based permissions with granular scopes.