SalesLogix CRM Customer Service
SalesLogix CRM Customer Service delivers powerful issue tracking and resolution tools to maximize customer satisfaction and loyalty. SalesLogix Customer Service is part of the integrated SalesLogix customer relationship management suite, which also includes Sales, Marketing and Support automation solutions.
Track and Resolve Customer Questions, Issues and Requests
SalesLogix Customer Service provides the advanced issue tracking and resolution tools needed to quickly resolve customer questions, issues and requests and deliver a high quality customer experience. Each service ticket created contains detailed information including a unique ticket ID number, contact info, type, status, urgency, assignment, date required and service contract details.
From within a ticket, employees can search for solutions or schedule activities such as phone calls, meetings or to-do's to follow up on open issues. Service representatives can also easily communicate with customers by sending an email with attachments such as white papers, quotes or product information. Tickets are associated with Accounts and Contacts, so a record of all service interactions, past and pending, is maintained in SalesLogix and can be viewed by employees right across your organisation.
- Ticket Management
- Service Contract Management
- SpeedSearch / Knowledge Base
- Activities and Communications
- Reporting
- Web Customer Portal
- Back-Office Integration
- Integrated CRM Benefits
- Configuration & Workflow
- Windows, Web and Wireless
SpeedSearch, the powerful knowledge base search engine in SalesLogix, helps service professionals quickly locate resolutions to customer issues. Service representatives can search prior tickets, attachments, procedures, activities and notes, as well as reference materials such as online manuals, FAQ and white papers. In fact, an advanced keyword search can be run against any information in SalesLogix or on a shared network directory.
With SpeedSearch, service reps can scan search results rapidly and efficiently, due to advanced filtering, scoring, sorting and preview capabilities. When the desired resolution is identified, service representatives can populate the ticket with this information, communicate it to the customer and record the resolution in the account history with only a few clicks. When successful new resolutions are identified, employees can easily input and submit them to the knowledge base for future reference.
The reporting capabilities in SalesLogix Customer Service help managers capture and analyse customer service metrics to assess team effectiveness. Managers can view call turn-around time, first-call resolution percentage, issue totals by category, escalation history, unresolved issues and a weekly recap.
SalesLogix automatically tracks time spent resolving individual issues, based on when users “punch-in” and “punch-out” of individual tickets. SalesLogix can also monitor tickets proactively based on the business criteria you define, and send automatic alerts when service conditions occur such as overdue tickets, expiring service contracts or issue escalations.
SalesLogix helps reduce costs while empowering customers to find the answers they need — online at their convenience. With the SalesLogix Web Customer Portal, customers can view, add or edit tickets and submit comments or attachments. The Web Customer Portal puts the same resource and intelligence used by your service professionals on your Web site, along with powerful search technology that simplifies the self-service experience.
SalesLogix integrates with leading back-office applications so service representatives can access key customer information such as; credit status, balance and terms, as well as reference prior orders, invoices, payments and shipping information. Service professionals can also view current product information, pricing and discounts to capitalise on potential cross-sell and up-sell opportunities when interacting with customers.
SalesLogix Customer Service is highly flexible and can be tailored to work in tandem with your existing business processes. Furthermore, because SalesLogix captures information from all points of customer interaction, employees from Sales and Marketing to Service and Support benefit from a holistic view of every customer.
For more information or to book a demonstration please contact the Pythagoras sales team on 0845 850 1550, or email us at
sales@pythagoras.co.uk.