Customer Service

Resolve customer questions, issues and requests quickly for a high-quality customer experience, capitalize on new selling opportunities and provide convenient self-service solutions to customers.

Spec Sheet
 

Track and Resolve Customer Questions, Issues and Requests
Sage CRM SalesLogix Customer Service provides the advanced issue tracking and resolution tools needed to quickly resolve customer questions, issues and requests and deliver a high-quality customer experience. Each service ticket created contains detailed information including a unique ticket ID number, contact info, type, status, urgency, assignment, date required and service contract details.

From within a ticket, employees can search for solutions or schedule activities such as phone calls, meetings or to-dos to follow up on open issues. Service reps can also easily communicate with customers by sending e-mail with attachments such as white papers, quotes or product info. Tickets are associated with Accounts and Contacts, so a record of all service interactions, past and pending, is maintained in Sage CRM SalesLogix and can be viewed by employees from across your organization.

Find Critical Information and Resources Quickly
SpeedSearch, the powerful knowledge base search engine in Sage CRM SalesLogix, helps service professionals quickly locate resolutions to customer issues. Service reps can search prior tickets, attachments, procedures, activities and notes, as well as reference materials such as online manuals, FAQ and white papers. In fact, an advanced keyword search can be run against any information in Sage CRM SalesLogix or on a shared network directory.

With SpeedSearch, service reps can scan search results rapidly and efficiently, due to advanced filtering, scoring, sorting and preview capabilities. When the desired resolution is identified, service reps can populate it into the ticket, communicate it to the customer and record it in the account history with only a few clicks. When successful new resolutions are identified, employees can easily input and submit them to the knowledge base for future reference.

Manage for Maximum Productivity
The reporting capabilities in Sage CRM SalesLogix Customer Service help managers capture and analyze customer service metrics to assess team effectiveness. Managers can view call turn-around time, first-call resolution percentage, issue totals by category, escalation history, unresolved issues and a weekly recap.

Sage CRM SalesLogix automatically tracks time spent resolving individual issues, based on when users “punch-in” and “punch-out” of individual tickets. Sage CRM SalesLogix can also monitor tickets proactively based on business criteria you define, and send automatic alerts when service conditions occur such as overdue tickets, expiring service contracts or issue escalations.

Help Customers Help Themselves
Sage CRM SalesLogix helps reduce costs while empowering customers to find the answers they need — online at their convenience. With the Sage CRM SalesLogix Web Customer Portal, customers can view, add or edit tickets and submit comments or attachments. The Web Customer Portal puts the same resource and intelligence used by your service professionals on your Web site, along with powerful search technology that simplifies the self-service experience.

Integration for a Complete Customer View
Sage CRM SalesLogix integrates with leading back-office applications so service reps can access key customer information such as credit status, balance and terms, as well as reference prior orders, invoices, payments and shipping info. Service professionals can also view current product information, pricing and discounts to capitalize on potential cross-sell and up-sell opportunities when interacting with customers.

Sage CRM SalesLogix Customer Service is highly flexible and can be tailored to work in concert with your existing business processes. And because Sage CRM SalesLogix captures information from all points of customer interaction, employees from Sales and Marketing to Service and Support benefit from a holistic view of every customer.