Complete Customer Service To generate recurring revenue and referenceable customers, you must focus on keeping your customers happy. To satisfy their demand for immediate attention, ADAPTcrm provides advanced tools for managing service contracts, tickets/incidents, and warranty programs and renewals. To reduce wait times and your cost of delivering service, the user-defined routing and escalation engine delivers tasks to those most qualified to respond, while the intelligent natural language knowledge base empowers every employee with the right answers.
Studies have shown that you can generate up to six times as much revenue by investing in customer service than investing the same amount in other areas of your business. For this reason, customer service has become increasingly important to customer relationship management and often provides the best return on investment in CRM software.
Service Ticket Manager Everyone in your organization has a role in providing customer service. However, if you have a large volume of inbound service or support calls, you may have an entire department dedicated to service. To better manage your service department's responsiveness, knowledge, and reliability, ADAPTcrm provides a complete service ticket (also referred to as a "case" or "incident") database.
Key Features of the Service Ticket Manager:
Establish user-defined service level agreements (SLA) per each account.
Affiliate and track user-defined warranty programs for inventoried items.
Log and track service tickets for specific accounts related to serialized or lotted items.
Automatically route, and escalate reported service tickets based on user-defined rules.
Create and link appointments, tasks, and activities to specific service tickets.
Add unlimited user-defined fields/forms/folders to each service ticket.
Maintain a complete history of activities with unlimited notes, about each service ticket.
Populate and utilize the natural language knowledge base to search for problem resolutions.
