Sage CRM for Customer Service

It is common sense that gaining high levels of customer satisfaction is very important to a business because satisfied customers are most likely to be loyal and generate repeat orders. There are many factors which lead to high levels of customer satisfaction including providing products and services that deliver value for money. Customer service needs to provide a personalised experience to individual customers and provide a high quality after sales service.

Customer service is one of the most important ingredients of the marketing mix for products and services. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive in their interactions with their supplier.

To help achieve the aims outlined above, Sage CRM's customer service capabilities are designed manage and resolve your customer queries and issues efficiently and effectively by deploying an easy-to-use user interface and powerful feature set. The intuitive Sage CRM interactive dashboard allows customer service teams to easily view real-time customer information and resolve their issues effortlessly by employing the escalation features of Sage CRM driven by workflow processes.

Case Management

Sage CRM provides the customer care team with the ability to record customer queries, questions and incidents which need to be followed-up. If a case is not followed up within the time allocated, it will automatically trigger an escalation procedure to notify the appropriate customer services manager. This ensures that customer cases are attended to in a timely manner and any service levels that have been put in place can be adhered to. A graphical traffic lighting system automatically highlights cases that are in danger of breaching agreed service levels.

Cases can be tracked and actioned directly from the interactive dashboard without the need to switch between screens leading to faster responses and resolution times.

Knowledge Base/Solutions

Sage CRM provides central knowledge base capabilities for technical solutions to known issues or questions. This 'Solutions Area' provides agents with easy and immediate access to a central bank of information and keeps accurate records of contacts with customers via case tracking and communication logs. Customer service staff can find a solution to a customer query quickly and easily which, in turn, results in improved customer care. A full workflow approval process ensures that only solutions which have been reviewed and approved by the relevant manager is published in the knowledge base for use by the team.

Workflow

The ability to define customer care processes and escalation points is controlled and managed by a feature in Sage CRM called workflow which implements business rules defined by management. If a customer service case or query remains unresolved for longer than the predefined time, the workflow process can trigger an automatic escalation notification to the customer care manager. This alert is a powerful automatic reminder that ensures each case is followed up on. Workflow can be fully customised in order to ensure that cases are progressed in accordance with both team-specific and organisation-specific requirements.

Reporting

The powerful analysis and reporting features of Sage CRM ensure that reports and dashboards provide overview information and detailed analysis on metrics such as call volume, case resolution times,
communications and follow-up statistics. Customers can be provided with customised reports to demonstrate that the resolution criteria within their SLAs are being met. These can be displayed on the Interactive Dashboard for instant visibility.

Customer Service Team Management

Sage CRM provides Customer Care Managers with robust tools to monitor agents' performance. Metrics that can be accessed include quantitative ones such as case volume and the case resolution times, as well as qualitative elements such as the prioritisation of cases and overall customer satisfaction. Of course, these can be displayed on the interactive dashboard for ease of reference. This means that staff are motivated and fully equipped to resolve customer issues and customers receive a more meaningful and personalised service.

Web Self-service

According to Forrester Research, 72 percent of online consumers prefer to use a company's website to get answers to their questions rather than contact companies directly in person. Sage CRM offers a web self-service module that enables organisations to allow their customers, partners and suppliers to access a subset of their Sage CRM data and functionality over the web at their convenience. This capability can be fully integrated within the company's own website, ensuring that their customers benefit from an entirely seamless experience.

To discuss your requirements further tel: 0845 6588 121 or e-mail: info@prior-analytics.com