CRM Customer Care
Sage CRM gives customer service staff the tools to develop real, lasting and beneficial relationships with customers. There is no better example of a department where the right technology and approach can transform a cost to the business into a potential profit centre than in customer service. With this in mind, Sage CRM was built to deliver the functionality, the cost of ownership and the ease of use to the middle market so that service excellence can be at the heart of everything.



Resolve Customer Issues Efficiently
Sage CRM provides customer service professionals with the tools they need to make their job simpler and more effective. With Sage CRM you can keep track of every customer interaction, ensuring your customer service teams have the most up-to-date and complete customer information at their fingertips - information which helps them effectively and efficiently resolve service issues and creates cross- or up-sell opportunities.



Find the Right Information Quickly
Sage CRM allows for the pooling of all transactions and communication history into a single screen and gives customer service professionals a 360° view of your customers. With user-friendly tools they can access relevant customer data including purchases, call and escalation histories, interactions, emails and documents sent and received. All this customer information is stored in one central location, and customer service professionals from any office location can access and share vital customer information. Armed with this customer knowledge, they’re able to handle customer queries more efficiently, which in turn enhances and strengthens the customer experience.

Offer multiple channels
Sage CRM lets your customers help themselves, by providing them with web access to their own 'customer portals' which can be accessed at their convenience 24x7.These password protected self-service areas on your website allow customers to log queries, make service requests, view the status of existing or past requests - anything that they would find useful. Customise the customer self- service area on your website, ensuring your company's brand remains consistent through all customer touch points.



Integrate with back-
end solutions for deeper knowledge
Sage CRM integrates with leading back office applications so account managers can access key customer information such as credit status, or view current product information pricing and discounts to capitalise on potential cross sell and up sell opportunities when interacting with customers.

To discuss Sage CRM in more detail please contact one of our product specialists on 01491 870 100 or email us at sales@serversys.com

Features

Case management

• Capture and track every interaction with every customer, regardless of customer touch point or channel of communication.
• Maintain a complete case history, with instant access to all previous issues and customer interactions.

Activities and communications

• Assign, schedule and track phone calls and meetings and view records of previous meetings. Send emails (plaint text or HTML) and attachments and record communication for future reference.
• Attach documents - white papers, quotes and literature from the document library.

Reporting

• View and measure call turn around time and understand what is taking longer to resolve and why.
• View issues by category, outstanding and unresolved issues.
• Pull graphical reports for weekly, monthly and quarterly management meetings.

Knowledge management

• Share customer information internally or externally to allow customers and partners to resolve their own issues.
• Build a library of solutions to common customer issues to help the customer service team resolve issues faster.

Ticket tracking

• Never lose an issue/service request in the organisation, tracking and recording of all requests through all stages of response
• All issues are date stamped at time of resolution or escalation for internal management and for external auditing of service success rates
• The representative working on the ticket is always visible as are any later representatives or managers as the request is moved through the organisation ensuring the ownership and accountability over requests as they progress

Customer Self-service portal

• Give your customers web access to their own 'portals', which they can access at their convenience 24x7.
• Empower customers to log queries, make service requests, or view the status of existing or past requests.
• Customise your self-service portal to match the look and feel of your corporate identity, ensuring your corporate brand is kept consistent through all customer touch points.

Escalation and notification

• Set up rules to automatically escalate cases, if not closed, within certain time period.
• Receive notifications automatically when cases are not resolved within a pre-set time frame.
• Receive notification instantly through email, web browser, phone etc.

To discuss Sage CRM in more detail please contact one of our product specialists on
01491 870 100 or email us at sales@serversys.com.