Sage SalesLogix - Customer Service Module  Select A Module Sales Marketing Customer Service Support Mobile Solutions Back-Office Integration Business Alerts & Workflow Reporting & Analysis System Requirements Sage SalesLogix     Sage CRM SalesLogix Customer Service is a component of the integrated Sage CRM SalesLogix customer relationship management (CRM) suite, which also includes Sales, Marketing, Support, and Mobile solutions. Track and Resolve Customer Questions, Issues and Requests Sage CRM SalesLogix Customer Service provides the advanced issue tracking and resolution tools needed to quickly resolve customer questions, issues and requests and deliver a highquality customer experience. Each service ticket created contains detailed information including a unique ticket ID number, contact info, type, status, urgency, assignment, date required and service contract details. From within a ticket, employees can search for solutions or schedule activities such as phone calls, meetings or to-dos to follow up on open issues. Service reps can also easily communicate with customers by sending e-mail with attachments such as white papers, quotes or product info. Tickets are associated with Accounts and Contacts, so a record of all service interactions, past and pending, is maintained in Sage CRM SalesLogix and can be viewed by employees from across your organization. Find Critical Information and Resources Quickly SpeedSearch, the powerful knowledge base search engine in Sage CRM SalesLogix, helps service professionals quickly locate resolutions to customer issues. Service reps can search prior tickets, attachments, standard problems and resolutions, procedures, activities and notes, as well as reference materials such as online manuals, FAQs and white papers. In fact, an advanced keyword search can be run against any information in Sage CRM SalesLogix or on a shared company network directory. With SpeedSearch, service reps can scan search results rapidly and efficiently, due to advanced filtering, scoring, sorting and preview capabilities. When the desired resolution is identified, service reps can populate it into the ticket, communicate it to the customer and record it in the account history with only a few clicks. When successful new resolutions are identified, employees can easily input and submit them to the knowledge base for future reference. Manage for Maximum Productivity The reporting capabilities in Sage CRM SalesLogix Customer Service help managers capture and analyze customer service metrics to assess team effectiveness. Managers can view call turn-around time, first-call resolution percentage, issue totals by category, escalation history, unresolved issues and a weekly recap. Sage CRM SalesLogix automatically tracks time spent resolving individual issues, based on when users “punch-in” and “punch-out” of individual tickets. Sage CRM SalesLogix can also monitor tickets proactively based on business criteria you define, and send automatic alerts when service conditions occur such as overdue tickets, expiring service contracts or issue escalations. Help Customers Help Themselves SalesLogix helps reduce costs while empowering customers to find the answers they need – online at their convenience.With the Sage CRM SalesLogix Web Customer Portal, customers can view, add or edit tickets and submit comments or attachments. The Web Customer Portal puts the same resources and intelligence used by your service professionals on your website, along with powerful search technology that simplifies the self-service experience. Integration for a Complete Customer View Sage CRM SalesLogix integrates with leading back-office applications so service reps can access key customer information such as credit status, balance and terms, as well as reference prior orders, invoices, payments and shipping info. Service professionals can also view current product information, pricing and discounts to capitalize on potential cross-sell and up-sell opportunities when interacting with customers. Sage CRM SalesLogix Customer Service is highly flexible and can be tailored to work in concert with your existing business processes. And because Sage CRM SalesLogix captures information from all points of customer interaction, employees from Sales and Marketing to Service and Support benefit from a holistic view of every customer. PRODUCT BENEFITS Resolve customer questions, issues and requests quickly for a high quality customer experience Retain critical intelligence to increase departmental effectiveness and customer satisfaction Capitalize on new selling opportunities Provide convenient self-service solutions to customers Share information captured at all points of interaction for a holistic customer view FEATURES Ticket Management Track ticket ID, contact info, type, status, urgency, assignment and date needed Schedule phone calls, meetings or to-dos to follow up on open issues Send e-mail with attachments and record correspondences to activity history Automatically assign tickets to the appropriate resource based on area, skill, etc. Submit issue descriptions and resolutions for archival in the knowledge base Create ticket groups, lookups and reports for segmentation and analysis of issues Service Contract Management Track contract details such as service level, price, and time or dollars remaining Validate authorizations for specific services and log issues against a contract Associate tickets with contracts to automatically update remaining balances “Punch-in” and “Punch-out” automatically to track time spent on individual tickets SpeedSearch / Knowledge Base Perform an advanced keyword search of any 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 Scan search results efficiently with advanced filtering, scoring, sorting and preview capabilities Populate resolutions automatically into service tickets with one click Archive approved resolutions in the knowledge base for future reference Activities and Communication Schedule and track phone calls, meetings, to-dos, events and literature requests Send e-mail and attachments using Outlook and record to customer activity history Attach white papers, quotes, product info and other resources from the library 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 Receive alerts instantly via e-mail, fax, pager, PDA, phone or Web browser Web Customer Portal Empower customers to view, add, or edit tickets and submit comments or attachments Enable search capability of the same knowledge base that service reps use Back-Office Integration View accounting data such as credit status, activity, A/R balance, aging and terms Access current product information, inventory, pricing and discounts Reference orders, invoices, payments and shipping info within customer records Integrated CRM Benefits Arm sales reps with a history of their customers’ service issues and details Enable managers to view problem descriptions and follow-up with a call or letter Configuration and Workflow Define user workflow options or grant ability to modify at user level Automate user/date time stamps, ticket punch-in/out, ticket number and assignment Configure e-mail workflow, escalation conditions and notification routing Windows,Web and Wireless Synchronize rapidly and work offline, or work online over a network or the Web Utilize wireless phones for quick access to customer data in the field

		Sage SalesLogix - Customer Service     Database Desktop OS Server OS MS-SQL Oracle Windows 9x/ME Windows 2000 Windows NT Windows XP Windows NT Windows 2000 Windows XP Windows 2003         Price Range:         Not Available       Installs:         8,000+