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.
Features
- 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. See also Dashboards and Reports
- 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.