Sage SalesLogix Customer Service
Sage SalesLogix Customer Service is a
module within the Sage SalesLogix customer relationship management
(CRM) application.
Sage SalesLogix Customer Service allows
you to:
- Give your people the advanced issue tracking and resolution
tools they need to quickly resolve customer questions, issues and
requests
- Manage your service teams – call turn-around times, escalation
histories and much more
- Allow your customers around the world to get the answers they
need, how and when they need it, through self-service Web
options
- Quickly find and deliver information to your customers from
throughout the system
Download
The Sage SalesLogix
Customer Service datasheet
With Sage SalesLogix Customer Service
- Resolve customer questions, issues, and requests quickly for a
high quality customer experience
- Build long-lasting, profitable customer relationships
- Retain critical intelligence to increase departmental
effectiveness and customer satisfaction
- Share information captured at all points of interaction for a
holistic customer view
- Identify potential for new selling opportunities
Ticket management
- Track ticket ID, contact info, type, status, urgency,
assignment, and date needed
- Re-use past successful campaign profiles
- Schedule phone calls, meetings, or to-do’s to follow up on open
issues
- Send emails with attachments and record correspondences to
activity history
Service contract
management
- Track contract details such as service level, price, and time
or paid-up balance remaining
- Validate authorisations for specific services and log issues
against a contract
SpeedSearch /Knowledge
Base
- Perform an advanced keyword search of any Sage SalesLogix table
or shared network directory
- Reference prior tickets, attachments, standard problems and
resolutions, activities, and notes /history
- Search reference materials such as online manuals, FAQs, or
white papers
Activities and
communication
- Schedule and track phone calls, meetings, to-dos, events, and
literature request
- Send email and attachments using Microsoft ® Outlook and record
to customer activity history
Reporting
- Measure call turn-around time, first-call resolution
percentage, and more
- View issue totals by category, escalation history, unresolved
issues, and a weekly recap
Notification and alerts
- Monitor data proactively and receive alerts when service
conditions are triggered
- Notify service managers of overdue tickets or escalated issues
requiring attention
- Alert customer service and support staff of expiring service
contracts
Web customer portal
- Empower customers to view, add, or edit tickets, and submit
comments or attachments
- Enable customers to search the same knowledge base that service
reps use
Back-office integration
- View accounting data such as credit status, activity, Accounts
Receivable balance, ageing, and terms
- Access current product information, inventory, pricing, and
discounts
- Reference orders, invoices, payments, and shipping information
within customer records