Relationship Management & Customer Support

Complete customer service relationship management software - CRM SalesLogix V 7.5 by Sage 

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Account and Contact Management

• Access detailed information about the customers that your department services and supports
• View ticket assignments, priority weightings, and notification requests
• Link attachments and comments to records for historical reference

Ticket Information

• Track ticket ID, contact info, type, status, urgency, assignment, and date needed
• Schedule phone calls, meetings, or to-dos to follow up on open issues
• Send e-mail with attachments and record correspondences to activity history
• Automatically assign tickets to the appropriate resource based on area, skill, etc.
• Submit issue descriptions and resolutions for archiving in the knowledge base
• Create ticket groups, lookups, and reports for segmentation and analysis of issues

Returns

• Ensure product returns are processed efficiently and accurately
• Track all details throughout the life cycle of a return
• Record defects, shipping instructions, serial numbers, attachments, and comments
• List and group Returns with one-click export to Excel

Defect Tracking

• Track defect details including ID number, severity, priority, status, problem type, description, and source
• View associated tickets, returns, attachments, and asset information
• Record and reference activities performed in defect resolution
• Provide communication medium between Support and Product Development

Asset Management

• Associate assets with accounts, tickets, defects, contracts, or returns
• Track detailed asset information such as serial number, quantity, and sales order number
• View information on product codes, names, vendors, and pricing
• Store attachments as reference material on specific assets

Service Contract Management

• Track contract details such as service level, price, and time or dollars remaining
• Validate authorisations for specific services and log issues against a contract
• Associate tickets with contracts to automatically update remaining balances
• “Punch-in” and “Punch-out” automatically to track time spent on individual tickets or support issues
• Manage multiple contract types per incident, time period, or dollar amount
• Specify and view which Assets are included in a service contract

Speed Search / Knowledge Base

• Perform an advanced keyword search of any Sage SalesLogix table or shared network directory
• Reference prior tickets, attachments, standard problems and resolutions, activities, and notes/history
• Search reference materials such as online manuals, FAQs, or white papers
• Scan search results efficiently with advanced filtering, scoring, sorting, and preview capabilities
• Populate resolutions automatically into service tickets with one click
• Archive approved resolutions in the knowledge base for future reference

Standard Problems and Resolutions

• Access solutions to frequently recurring issues quickly and efficiently
• Automatically populate resolutions into tickets after performing a lookup
• Associate standard problems with one or many resolutions

Calendar and Activity Management

• Manage schedules and keep track of activities and events for multiple users
• Track phone calls, meetings, to-dos, events, and literature requests
• Record completed activities automatically within customer records
• Associate an attachment to meetings, phone calls, to-do items, e-mails, notes, and personal activities 

Application Integration

• Manage contacts, e-mail, and calendars using Microsoft® Outlook®, Microsoft® Exchange, or the built-in Sage SalesLogix e-mail solution
• Integrate with leading back-office applications to access key customer information such as credit status, payment history, shipping information, inventory, pricing, and discounts

Lookups and Groups

• Organise data sets by grouping similar records using advanced query tools
• Perform temporary lookups or create groups for repeat access to groups of records
• Deliver targeted messages to select customer segments

Customer Communications / Mail Merge

• Communicate effectively with customers via multiple mediums
• Create custom HTML e-mail templates, then personalise and send using Mail Merge
• Archive letters, e-mails, faxes, or proposals within customer account records
• Attach marketing literature, product info, and other resources from the Library

Reporting

• Capture data and analyse key customer service/support metrics to assess team effectiveness
• Measure call turn-around time, and first-call resolution percentage
• View issue totals by category, escalation history, unresolved issues, and a weekly recap
• Manage access to reports to distribute information to appropriate parties only
• Apply knowledge to improve planning, training, staffing, and budgeting

Notification and Alerts

• Monitor data proactively and receive alerts when service conditions are triggered
• Notify service managers of overdue tickets or escalated issues requiring attention
• Alert customer service and support staff of expiring service contracts
• Receive alerts instantly via e-mail, fax, pager, PDA, phone, or Web browser

Customer Self-Service Web Portal

• Provide customers with convenient self-service solutions via the Web
• Empower customers to view, add, or edit tickets and submit comments or attachments
• Enable search capability of the same knowledge base that service reps use
• Scan search results efficiently with advanced filtering, scoring, sorting, and preview capabilities

Configuration and Workflow

• Define user workflow options or grant ability to modify at user level
• Automate user/date-time stamps, ticket punch-in/out, ticket number, and assignment
• Configure e-mail workflow, escalation conditions, and notification routing

Windows Web and Mobile

• Synchronise rapidly and work while disconnected (using Windows, Web, or Mobile clients), or work while connected over a network or the Web
• Utilise BlackBerry® or Windows Mobile® for quick access to customer data in the field

Sage Business Solutions is a leading provider of end-to-end accounting software and business management software solutions. Sage provides CRM software and web based CRM solutions that is highly functional and scalable through to complete business software solutions including ERP software. Our Sage business partners offer expert CRM software solutions and are available to assist with CRM implementation and complete integration of accounting software for large, mid-size and small businesses. No matter which Sage solution is right for your business, you’ll find it to be easy to implement, easy to use and easy on your budget. Contact Sage Business Solutions today.