Contact Management Painpoints & Solutions
Complete service support solution & contact management software - Sage SalesLogix V7.5 by Sage
Get a Complete View of Customer Information
Your Pain Point:
Our customer service and support reps need access to know everything there is to know about the customer they’re servicing so they have the “big picture” of their accounts and to provide a more personalised experience.
Our Solution:
View all customer interactions across all departments in a single, easy-to-use interface that provides you and your team with the details they need to service customers well. All customer interactions, including notes, opportunities, activities, purchased products, returns, marketing campaign information, and tickets can be viewed and shared so you can better service and sell to customers. You can integrate with your back-office solutions, such as accounting software, so reps have access to vital back-office customer information such as order history, payments, open invoices, inventory, and shipping information.
The Sage SalesLogix Web Client enables customer service and support reps to have a unique view of ticket activity across time for a particular account they’re servicing. Within an account, a customer service or support rep can visually see past, present, and future events such as ticket activity, history, and notes to gain a deeper understanding of customer interactions, issues, and more. Additionally, tickets, defects, assets, returns, and more can all be accessed via the Web Client enabling your organisation to deploy access methods that make sense for your dynamic workforce.
With a holistic view of all customer interactions, you and your team can provide a better customer experience.
Gain Insight into Team Performance
Your Pain Point:
I need to know our ticket volumes and trends at all times so I can effectively manage my team and ensure high levels of customer care.
Our Solution:
Gain a deeper understanding of your team’s performance as well as service and support levels using reporting, ticket and defect tracking, and advanced business analytics tools. View groups of tickets, such as Open, Overdue, Unassigned, and more so you can manage your teams effectively. Drill down into a ticket for more information, like notes and history, to ensure tickets are being handled effectively by your team or if a call is escalated to you.
Sage SalesLogix reporting and advanced analytics tools enable you to manage your team’s performance effectively and increase customer service levels by gaining a deeper understanding of key performance indicators. Within Sage SalesLogix, you can quickly create reports to understand call turnaround times, follow-up statistics, escalated tickets, and unresolved tickets, so you can take action fast.
Integrate Sage SalesLogix Visual Analyser, an advanced business analytics tool, for an instant picture of service levels so you can quickly analyse ticket volume and trends to assess the customer experience. You can see ticket summaries based on criteria you define. Drill down and view employee performance metrics such as open tickets and in-progress tickets providing you with the insight necessary to make adjustments, coach service and support reps, and reassign tickets. You can even see which products have issues or defects and alert other departments such as product management and sales.
Sage SalesLogix provides the business intelligence you need to facilitate fast decisions to improve team performance and customer service and support levels.
Always be aware of urgent customer service issues
Your Pain Point:
I need to know when business performance or customer service levels are in jeopardy so I can take corrective action.
Our Solution:
Receive alerts automatically when critical events occur so you can take appropriate action. When a critical event or condition is identified that may impact business performance or customer satisfaction, Sage SalesLogix KnowledgeSync automatically responds by sending notification messages, distributing reports, updating applications with new information, and more. You can receive alerts instantly via e-mail, pager, PDA, phone, Web browser, or fax. With Sage SalesLogix KnowledgeSync, you’re always aware of urgent customer issues so you can take action fast.
Provide customers with convenient options
Your Pain Point:
Our customer service team is not available 24/7. We want to maintain customer service levels and loyalty by providing our customers with access to the information and tools they need to help solve their issues.
Our Solution:
Empower your customers to get the support they need 24/7 with convenient self-service options enhancing the customer experience and reducing service and support costs. Your customers can view, add, or edit tickets and submit comments and attachments via the Web plus search your knowledge base for answers to their questions. Tickets can be automatically distributed to your service and support reps based on your specific business processes and workflow, increasing productivity and reducing the time it takes to respond to customers. Self-service options can help reduce transaction costs and allow your customers around the world to get the support they need, how and when they need it.
Testimonials
“Sage SalesLogix drives efficiencies in our business by enabling us to contact our customers more effectively, coordinate our resources efficiently, and communicate information quickly. Overall, Sage SalesLogix is key in our commitment to delivering exceptional customer service."
Teri Orr, Director of Customer Solutions, Avista Utilities
"Because Sage SalesLogix delivers up-to-the-minute information, the customer service experience turns out positive, even if there’s a perceived 'negative' reason for the call. We know the exact status of that person’s account and how to help them."
Kevin Cantwell, President, Big River Telephone
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