  
Sage 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. It is with this in mind that Sage CRM was built to deliver the functionality, the cost of ownership and the ease of use to the mid-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 easily keep track of every customer interaction. This means that 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 easily spot 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 giving a 360 degree view of your customers. With user-friendly tools, you 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 allowing customer service professionals from any office location to easily access and share vital customer information. Armed with this customer knowledge, you can handle customer queries more efficiently, which in turn enhances and strengthens the customer experience and encourages customer loyalty.
Empower your Customer - 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 can be used to allow customers to log queries, make service requests, view the status of existing or past requests - anything that you feel would be useful. This customer self-service area on your website can be easily customised to incorporate the look and feel of your company website, ensuring that your company's brand remains consistent through all customer touch points.
Integrate with Back-End Solution for Deeper Knowledge
Sage CRM integrates with leading back-office applications meaning that your Account Managers can access key customer information such as credit status. Account Managers can view current product information, pricing and discounts to capitalise on potential cross-sell and up-sell opportunities when interacting with customers.
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 & 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
. Run graphical reports at the touch of a button for real-time information during management meetings
Knowledge Management
. Share 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
. Sage CRM helps you to never lose an issue/service request thanks to comprehensive 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 each issue is clear as the request is moved through the organisation, ensuring ownership and accountability over requests as they progress
Customer Self Service Portal
. Provide your customers with web access to their own 'customer portals' which they can access at their convenience 24x7
. Empower customers to log queries, make service requests, 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 own corporate brand is consistent through all customer touch points
Escalation and Notification
. Set up rules to automatically escalate cases if they are not closed within a certain time period
. Receive notifications automatically when cases are not resolved within a certain amount of time, through email, web browser, phone etc |
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