| Features |
Benefits |
Customer Information and Communication
The company/person entities within your Sage CRM system contain a wealth of
information related to each customer.
A Customer Care user can view communications, leads, contacts, opportunities
and cases for each customer in the database. |
Profiles customers and their needs,
enabling customer care
organisations to work to meet their
requirements faster based on the
historical profile of the customer. |
Search Functionality
With Sage CRM, your customer care consultants can search for known existing
solutions to new cases in the Knowledge Base using powerful Sage CRM
find technology.
|
Reduces resolution time as it
enables users to find information
quickly and easily, which ultimately
results in improved customer care. |
Knowledge Base
We call articles about cases ‘Solutions’ in Sage CRM. This is a powerful resource providing you with technical notes and solutions to known issues or questions that can be stored centrally in the Knowledge Base. |
Provides easy and immediate access to a central bank of information and keeps accurate records of contacts with customers via Case Tracking and Communication logs. |
Case Management
Sage CRM defines Cases as customer incidents or requests for technical assistance. Cases include Service Level Agreements. If the system spots that your support team have exceeded the time frame allocated to a case, this will
result in the trigger of an escalation process, such as informing your Support Manager that there is a case past its cut-off date.
|
Ensures that cases are attended to
in a timely manner and maximises
customer satisfaction. |
Workflow
We have built a powerful feature into Sage CRM, called Workflow. This is the ability to define customised customer care processes and escalation points, according to the way that your business works. |
Adhering to workflow processes results in escalation and automatic notification to the relevant team members. This powerful automatic reminder feature ensures each case is followed up on.
|
Reports
Reporting with Sage CRM is powerful, yet simple and easy to do. Several predefined reports are available to your users. Sage CRM reports can be printed to PDF or exported to CSV as well as being delivered on screen.
|
Allows easy analysis of case details. Graphs may be added to make the report even more presentable and easier to examine. |
