Receiving thousands of calls, web hits, emails, faxes and other requests each month with no ability to manage, organize and prioritize this information (to meet customer needs in a timely fashion) can be difficult for your staff, but it doesn't have to be.
C2CRM Can Help A C2CRM system is a single data repository of information where all customer interaction in maintained. This allows all service representatives to see and organize all the requests, to minimize duplication of work efforts by solving problems once and then leveraging that solution with other customers.
Benefit C2CRM can improve customer service, allow you to gain higher customer satisfaction and increase the opportunity for repeat sales.
By storing all the information into a single data base C2CRM can prioritize customer requests based on the problem severity, business need and even type of customer - so the hottest problems are addresses and solved first and all of the resources within an organization can be utilized efficiently to meet all customer service requests in a timely manner.
Do your customer service representatives lack the tools to view all customer-related information in order to better diagnose and solve the customer issues?
C2CRM Can Help C2CRM provides complete customer call history with the click of a button. Customer service representatives can quickly see the customer profile, installation and warranty information and any other relevant customer profile or service agreements.
Benefit Faster problem diagnosis and resolutions shorten call length and cut costs.
C2CRM also provides a set of facilities for scripting problem diagnostic procedures which can be followed by each representative on the phone or over the web. This ensures that a consistent methodology is used to diagnose problems quickly and then provide the appropriate resolution.
Does your customer support staff lack the tools to route problems to the appropriate resource within the organization to solve the problem quickly?
C2CRM Can Help C2CRM provides a workflow tool that can be customized to automate any workflow process within an organization.
Benefit Improved workflow increases employee productivity, while saving the company money.
This ensures problems are routed to the appropriate person in a timely manner and then can be customized to assure the problem is handled in the timeframe required based on the customer priorities and the enterprise service level agreements.
Does your customer support staff have the right management tools to ensure effective customer satisfaction and business objectives are being met?
C2CRM Can Help C2CRM provides a complete set of management reports and charts, which provide a summary, as well as detail information on how well overall service objectives are being met. C2CRM can also provide detail information for specific customers, customer sets and products.
Benefits Monitor real-time customer support issues to improve customer satisfaction and loyalty, which directly improve profits.
C2CRM’s live management reports can be used to manage individual customer support representatives to make sure they are meeting customer needs as well as to understand true customer satisfaction.
Since all of this information is shared amongst all users of the CRM (Customer Relationship Management) applications – sales, marketing and management – all users can utilize the customer satisfaction information in real-time to ensure customer loyalty is maintained. Leveraging customer service information allows sales and marketing to anticipate potential service issues before they turn into sales issues. This allows a business to develop customer relationships which last a lifetime.
Is everything done with little yellow “post-it notes”?
C2CRM Can Help C2CRM provides a single database for all customer interaction that can be shared across the entire organization, including remote employees.
Benefits CRM can improve communication, disseminate information more effectively and raise productivity levels.
Today, reps handle problems and reminders with a manual system based on little post-it notes. This provides no organizational sharing or information from which to improve service, manage customer satisfaction or manager customer service effectively. C2CRM can provide a complete repository of up-to-the-minute information which can be accessed by allowed personnel. This allows an organization to see what the service times are, identify weak links and take appropriate action to ensure customer and business objectives are being met, thus, eliminating the need for “sticky note” communications.
C2CRM can also provide complete activity reporting for both customer service representatives and customers – which allow management to understand activity and utilize this information to manage the business effectively.
Are you able to get a 360 degree view of your customers?
C2CRM Can Help C2CRM can offer everyone in the organization the access to data about any one particular prospect or customer in the system. This information can help people from different departments keep tabs on the current status of a customer PRIOR to communication with them.
Benefits An effective CRM solution can improve customer support and communication, which in turn can lead to better targeted sales efforts and increased sales.
How many times has a sales person in your organization gone on a sales call to a current customer only to find out that the customer is currently having serious issues with the product they previously bought from you and is still trying to sort those issues out with a customer service representative? This scenario is extremely common when companies do not have a CRM system in place. C2CRM allows people from different departments to get a 360 degree view of the customer.
This means that salespeople can see what issues, if any, a customer is working through with support. Or a support person can view what products a customer has purchased, over time, to get a better understanding of their value to the company. Or, a marketing executive could isolate customers which have purchased from the company with high regularity to target them for additional promotions with deeper discounts. All of these examples and more are reasons why a CRM solution is so important. It provides people from different departments with the common views of critical customer data with which to act upon.
Do you have the ability to track and manage service level agreements?
C2CRM Can Help CRM can provide consistent, easy-to-access service level agreement information, allowing customer service representatives to provide appropriate levels of support for each individual call.
BenefitsC2CRM can improve customer support and customer satisfaction, while eliminating wasted support efforts for non-eligible customers.
Knowledge is paramount when it comes to providing top quality customer support. If your company provides different levels of support for different customers, keeping track of which customers have which level of support is key to customer satisfaction. With C2CRM, your customer service team can provide appropriate levels of support with the knowledge of current support agreements for each customer. CRM keeps this data readily available to your customer service reps to insure proper support for every customer.
