Sage SalesLogix - Customer Service
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.
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, standard problems and resolutions, procedures, activities, and notes, as well as reference materials such as online manuals, FAQs, and white papers. In fact, an advanced keyword search can be run against any information in Sage CRM SalesLogix or on a shared company network directory.
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.
