Management

CRM Explained - Management

Your customer service manager needs a tool that is easy to learn, can fully integrate information, and requires minimal downtime to deploy. Managing customer issues, questions, problems or complaints means your helpdesk or call centre requires fast easy access to relevant information.

CRM allows for this with options for knowledge base information and integration to telephony systems for screen-popping and direct dialing from the customer recode on screen.

Your Customer Service Manager's CRM priority

The customer service manager, who is responsible for cultivating advantageous customer relationships, considers the following when evaluating new systems:

Providing the customer service team with tools for making informed decisions

Creating cross selling and up selling opportunities

Keeping customer care at the center of business

Integrating new solutions with existing data systems

Measuring service performance

SERVICE: PROVIDE MORE VALUE TO YOUR CUSTOMERS

Every time someone in your organisation interacts with a customer, it is an opportunity to strengthen that customer’s loyalty to your company by providing high levels of personalised service. Because it can help you offer your customers targeted, relevant information about the products and services that they are interested in, a CRM solution can help you take advantage of opportunities to enhance customer relationships while giving your company the ability to maximise both up-sell and cross-sell.

Customer Service & Scheduling staff can:

Respond faster to service issues by delivering the right answers to customers in real-time. Take advantage of the integrated CRM knowledge base for instant access to manuals, frequently asked questions, and troubleshooting tips.

Resolve customer issues according to desired service levels. CRM will include features for automatic escalation and routing ensures that service requests are sent to the appropriate people.

Schedule and dispatch service resources using CRM features that make it easy to find professionals who can deliver the right services. Use a centralised scheduling and dispatching to manage resources and coordinate services.