Sage CRM – Benefits for the Customer Service Team

Deliver an Outstanding Customer Experience

Providing quality customer care and maintaining satisfied customers is a challenge for every business.  The customer service capabilities within Sage CRM are designed to help you manage and resolve your customer queries and issues efficiently and effectively by providing customer service staff with an easy-to-use user interface and powerful feature set.

The intuitive Sage CRM interactive dashboard allows customer service users to easily view real-time customer information and resolve their issues more efficiently by employing the escalation features of Sage CRM.

Integration with the Sage 200 Suite gives customer service staff access to back and front-office customer data for a complete 360 degree view of every customer; making every customer interaction more informative and effective.

• Case Management
  Sage CRM provides the customer care team with the ability to record customer queries/incidents which need to be followed-up.  If a case is not followed up within the time allocated, it will automatically trigger an escalation procedure to inform the customer services manager.  This ensures that customer cases are attended to in a timely manner and that issues do not get lost ‘between the cracks’, improving customer service and as a result customer retention.  Cases can be tracked and actioned directly from the interactive dashboard without the need to switch between screens, maximising the productivity of agents.
• Knowledge Base
  Sage CRM provides central knowledge base capabilities for technical solutions to known issues or questions.  This provides agents with easy and immediate access to a central bank of information and keeps accurate records of contacts with customers via case tracking and communication logs.  As a result, customer service staff can find a solution to a customer query more quickly, lowering the average resolution time, which ultimately results in improved customer care.  A full workflow approval process ensures that only solutions which have been reviewed and approved by the relevant manager are published in the knowledge base.
• Workflow
  The ability to define customer care processes and escalation points is controlled and managed by a feature in Sage CRM called workflow.  If a customer service case or query remains unresolved for longer than the predefined time, the workflow process triggers an automatic escalation notification to the customer care manager.
  
  This alert is a powerful automatic reminder that ensures each case is followed up on. Workflow can be fully customised in order to ensure that cases are progressed in accordance with company-specific requirements.
• Reporting
  Sage CRM provides powerful reporting capabilities which make it easy to monitor and measure customer service performance.  Reports and dashboards provide overview information and detailed analysis on metrics such as call volume, case resolution times, communications and follow-up statistics.  Customers can be provided with customised reports to demonstrate that the resolution criteria within their Sales Level Agreements are being met.  These can be displayed on the interactive dashboard for quick and easy access and analysis.
  
  Report charts are highly visual and graphical and can be incorporated into presentations for a professional look and feel.  The charts are all configurable, customisable and skinable so users can modify the charts to suit their specific needs.
• Team Management
  Sage CRM provides management with a powerful tool to monitor agents’ performance. Managers can assess quantitative metrics such as case volume and the case resolution times, as well as qualitative metrics such as the prioritisation of cases and overall customer satisfaction which can be displayed on the interactive dashboard for ease of reference. This means that staff are motivated and fully equipped to resolve customer issues and customers receive a more meaningful and personalised service.
• Web Self-service
  Sage CRM offers a web self-service module that enables businesses to allow their customers, partners and suppliers to access a subset of their Sage CRM data and functionality over the web at their convenience.  This capability can be fully integrated within the company’s own website, ensuring that their customers can log and view services issues, ensuring they benefit from an entirely seamless experience.
• Sage 200 Suite Integration
  Sage CRM can integrate with the Sage 200 Suite (as Sage 200 CRM), giving customer service staff access to customer data from the back-office as well as the front-office for a true single view of the customer.
  
  For example, customer service staff can easily check the availability of stock across different locations and can check the real-time status of orders without having to rely on multiple, disparate systems or consulting colleagues who may not be available. This enables staff to give accurate information to customers without delays, thereby improving customer service and driving customer loyalty.

To find out more about the benefits of Sage CRM to your customer services team, or to arrange a demo of the system, please contact us to speak to a consultant.