Sage CRM Customer Care
Sage CRM gives customer service staff the tools to develop real,
lasting and beneficial relationships with customers. There is
no better example of a department where the right technology and
approach can transform a cost to the business into a potential
profit center than in customer service. It is with this in mind
that Sage CRM was built to deliver the functionality, the cost of
ownership and the ease of use to the middle market so that service
excellence can be at the heart of everything.
- Capture and track every interaction with every customer
regardless of
customer touch point or channel of communication.
- Maintain a complete case history with instant access to all
previous issues
and customer interactions.
- Assign, schedule and track phone calls and meetings and view
records of
previous meetings.
- Send emails (plaint text or HTML) and attachments and record
communication
for future reference.
- Attach documents - white papers, quotes and literature from the
document
library.
- View and measure call turn around time and understand what is
taking longer
to resolve and why.
- View issues by category, outstanding and unresolved
issues.
- Pull graphical reports for weekly, monthly and quarterly
management
meetings.
- Share customer information internally or externally to allow
customers and
partners to resolve their own issues.
- Build a library of solutions to common customer issues to help
the customer
service team resolve issues faster.
- Never lose an issue/service request in the organisation through
tracking and
recording of all requests through all stages of response.
- All issues are date stamped at time of resolution or escalation
for internal
management and for external auditing of service success
rates.
- The representative working on the ticket is always visible as
are any later
representatives or managers as the request is moved through the
organisation
ensuring the ownership and accountability over requests as they
progress.
- Provide your customers with web access to their own 'customer
portals' which
they can access at their convenience 24x7.
- Empower customers to log queries, make service requests, view
the status of
existing or past requests.
- Customise your self-service portal to match the look and feel
of your
corporate identity, ensuring your corporate brand is kept
consistent through all
customer touch points.
- Set up rules to automatically escalate cases if not closed
within certain
time period.
- Receive notifications automatically when cases are not resolved
within a
certain amount of time.
- Receive notification instantly through email, web browser,
phone
etc.
For more information or to book a demonstration, please call us
on 0845 251 8080, or email us at info@pythagoras.co.uk.