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Overview
customer service form Allow your Customer Service representatives to provide a consistent, effective experience across all contact touch points with a CRM solution that:

Simplifies adding, editing or deleting accounts/contacts with an intuitive Outlook-like interface, as well as Auto Complete and Smart Search features
Keeps a history of all actions and activities related to an individual
Automatically cleans and purges duplicate records for data quality and consistency purposes
Enables complex relationship modeling (in database) including Many to Many (N:N), One to Many (1:N); and Many to One (N:1) relationships
Modules

Knowledge

  • Building and maintaining a Knowledge Base
  • Case routing, escalation and automatic email response management

Case

  • Streamlined access to Service Level Agreements (SLAs)
  • Multi-channel incident management (Web, email, in-person, telephone, and other channels)
  • Communications & activities management to view complete activities associated with a case
  • Routing & escalation with the creation of Queues and workflow rules
  • Field Service scheduling with a centralized view of service workers’ calendars and tools to manage equipment, property and other key resources

Contract

  • Use workflow to trigger activities to help agents consistently deliver the right level of service
  • Gain actionable insight to help agents sell more service and support contracts
  • Give agents real-time access to views of service eligibility for each customer

Analytics

  • Historical reporting
  • Predictive analysis
  • On-line Analytical Processing (OLAP) and data mining
  • Service and contact center performance dashboards
  • Custom service reporting

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