With an easy-to-use interface and wide range of features Sage CRM can help you to continually provide a high level of customer care and maintain excellent customer service levels at all times.

The Sage CRM dashboard allows customer service users to see the information they need about every customer they deal with in real-time so they can help to resolve issues as efficiently as possible. If an issue needs to be escalated, then this can also be done quickly and easily through Sage CRM.

With case management to keep track of every details of a customer query, access to sales history and past customer service enquiries and well as a collaborative knowledge base your customer service team will have all the information they need about any of your customers. Customers can also be empowered to get updates about their calls too with a web self-service module which allows them to check on the progress of any cases and log new calls.

• Key Features
• • • Case Management
    • Record customer queries and incidents which can be tracked and responded to directly from the Sage CRM interactive dashboard with no need to switch screens
  • • Service Level Agreements
    • SLAs can be set up to ensure customer service calls are followed up within the allocated time or they will be automatically escalated to a customer care manager
• • • Knowledge Base
    • A central location for all known technical issues and questions is shared between all customer service staff so common problems can be quickly solved
  • • Workflow
    • The customisable workflow allows you to define the steps and procedures your customer care calls must go through in enable to ensure a consistent level of service at all times
• • • Reporting
    • Powerful reporting capabilities make it easy to monitor and measure your customer service performance including call volume and case resolution times
  • • Team Management
    • Monitor the performance of each member of your customer service team as well as being able to prioritise calls to staff and display team performance on an interactive dashboard
• • • Web Self-service
    • Allow your customers to access details about their customer care calls and issues through your own website which is linked to a subset of your Sage CRM system
  • • User Access Preferences
    • Each customer care operative can be set up to be able to view different levels of data so if required they can also access financial information or sales opportunity data

• Benefits
• • • Enables customer satisfaction measurement and benchmarking
  • • Increases the productivity of customer support representatives
• • • Assists with performance management and motivates staff
  • • Provides a self-service facility to customers around common issues
• • • Enables customer issues to be tracked and responded to, regardless of who answers the phone or receives the e-mail
  • • Ensures issues never ‘get lost between the cracks’
• • • Monitors service performance against service level agreements
  • • Reduces customer support costs
• • • Improves response times to customer service requests
  • • Reduces hold times for customers requiring customer support
• • • Reduces the average time to resolve an issue
  • • Increases the number of queries resolved on first contact rate
• • • Leads to number of service escalations decreased
  • • Decreases the number of customer complaints received
• • • Leads to increased customer retention
  • • Leads to cost of customer retention decreased
• • • Captures feedback from customers on product/service issues
  • • Enables benchmarking/score carding of customer service operations on an on-going basis
• • • Reduces time spent researching issues by recording and centralising customer interactions
  • • Enables staff to meet customers’ expectations
• • • Identifies profile of most profitable customer to help with making out-bound calls
  • • Delivers a single view of relevant and comprehensive information on the interactive dashboard
• • • Empowers the customer service team to provide a consistent and excellent service to customers