Maximizer CRM 10 - Customer Service and Support Management
Module
Customer service & support case management with Maximizer CRM helps you effectively optimize service resources and frontline service representatives to dramatically increase productivity and improve customer satisfaction.
Key Benefits of Maximizer CRM
Customer Service & Support Management
Gain visibility into service and support team performance to guide resource decisions
Manage service team professionals and provide them with the tools they need to help customers quickly
Reduce workload by automating simple processes and using web-based self-service
Foster lasting, rewarding customer relationships by keeping the lines of communication open and efficient
Optimize Resources, Witness Productivity Gains
Customer Service Case Management: Effectively track, manage and resolve all your customer issues, including technical support, billing and returns. Create cases complete with details you can track and search on including case number, queue, product, category, assignment and more.
Centralized Information: Resolve issues faster with easy access to complete customer account information in one central location. Records of previous communications are clearly sorted so you don’t have to waste time. Even review the customer’s purchase history in Maximizer CRM when you use the Accounting Link for QuickBooks®.
Computer Telephony Integration: Respond faster and improve call productivity with computer telephony integration (CTI) to automatically identify inbound callers and handle outbound calls directly from Maximizer CRM.
Track Defects: Configure specific case-related fields to track details of customer problems. Use this information to analyze the need for improvements or notify the appropriate customers of fixes.
Share Knowledge: Answers to many issues are a click away in the searchable Knowledge Base.
Automate Processes to Ensure High Quality Service
Automatic notifications: Make the best use of specialized knowledge by assigning and escalating cases based on expertise. Inform staff of new assignments with automatic email alerts.
Monitor and respond: Ensure every issue is resolved and that customer satisfaction remains high. Automatically be notified of overdue cases and other critical incidents, such as when four or more cases are entered for one customer in a given week – using Workflow Automation, powered by KnowledgeSync.
Automatic case creation: Monitor incoming email and automatically create customer service cases.
Online Self-Service: Help customers and partners help themselvesby giving access to your online Knowledge Base, and enabling them to create and check status of cases online.
Gain Insight You Need to Improve Service
Executive Dashboard: Visualize cases entered, resolved, and abandoned with the Customer Service Executive Dashboard, complete with drill-down for deeper analysis.
More out-of-the-box reports: Over 175 standard reports including case assignment, monitoring, billing, plus case category and product analysis, to manage your team more effectively. Visualize CSR case workloads and analyze cases to effectively balance workload and ensure total customer satisfaction.
Customize reports: Use Crystal Reports® XI Professional , included for every user to edit and customize reports with a wizard interface. Even export to Excel® for further analysis in a familiar environment.
Real-Time Actionable Insight: Automatically email weekly reports to managers, or trigger reports and alerts based on critical performance indicators, such as when cases are more than 14 days overdue, or when a CSR reaches case overload status.
Maximizer CRM 10 - Customer Service and Support Management
