| CRM provides the Customer Support & Service
management (Help Desk) features such as Cases (Trouble tickets),
Solutions (Knowledge Base), Case Assignment & Escalation
through Workflow rules, and easy to deploy Web-to-Case forms for
capturing customer-specific cases through Websites. In addition, you can
also synchronize customer-specific email messages. i.e. Cases
from Microsoft Outlook mail client to Cases module in CRM.
The Cases and Solutions functionality can be used to streamline
organization-wide Customer Support processes and enable a better
integration between Sales & Customer Support processes in a single
system. Integration between Sales and Post-sales support management
helps organizations in resolving the customer-reported cases in less
time, which enhances the customer satisfaction, cross-selling and
up-selling opportunities in the future.
CRM - Customer Support Modules
- Case Management
- Solution Management
Case Management
- Track all the customer-reported cases end-to-end as per
organization's customer support process
- Generate cases through email, phone or web site using
Web-to-Case form. In addition, you can add a customer-specific email
as a case from the Microsoft Outlook mail client
- Automate the case routing process using the case assignment
rules so that all the cases are assigned to the right support
agents in your organization
- Set up case escalation processes by using the Workflow rules to
enhance customer satisfaction.
- Customize the Cases module as per your organization-wide
customer support process.
- Customizable features include the ability to add more custom
fields, to modify a page's layout by dragging and dropping, and to
change the order of related list views
- Customize the case-specific reports and dashboards
Top
Solution Management
- Manage product-wise solutions (knowledge Base articles) in an
easily accessible centralized location for a better case resolution
in the least possible time and less effort
- Periodically update the solutions based on customer suggestions
& feedback
- Customize the solutions module to suit your organization-wide
knowledge base requirements. These solutions include adding custom
fields, modifying the page layout by dragging and dropping, and
changing the order of related list views
Top
 |