Sage CRM for Customer Service

Interactive Dashboard

Users can view communications, contacts, leads, opportunities or cases all through the interactive dashboard. This ensures that customer service staff are equipped with the most accurate and up-to-date information at their fingertips regardless of where it is located within Sage CRM, enabling them to provide a consistent and excellent customer service at all times.

The interactive dashboard can be customised to display relevant information from within Sage CRM, feeds from websites and information from integrated Sage ERP system. Users can choose to use the pre-installed customer service dashboard available outof-the-box or customise their own dashboard or team dashboard to create a bespoke workspace to suit their needs. Gadgets can be positioned and sized accordingly to provide users with maximum flexibility on the layout of their dashboards.

Users can also create a company dashboard for specific key accounts to enable them to better serve their customers. With the interactive dashboard, the customer service team can monitor customer cases from the one workspace, boosting agent productivity and maximising the efficient use of their time.

Key Benefits

• Boost Productivity by having all relevant information in one place
• Keep all team members up-to-date by having real-time information on the dashboard

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’. Cases can be tracked and actioned directly from the interactive dashboard without the need to switch between screens, maximising the productivity of agents.

• Ensure cases are deal with quickly
• Prevent cases getting lost or forgotten about

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.

Customer service staff can find a solution to a customer query quickly and easily 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 is published in the knowledge base.

Key Benefits

• Resolve common queries more quickly
• Identify and resolve recurring problems

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.

Key Benefits

• Take care of all cases quickly
• Fit workflows to your company procedures and service agreements

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 SLAs 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, customiable and skinable so users can modify the charts to suit their specific needs.

Key Benefits

• Make your customer service more efficient
• Ensure SLAs are being met

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.

Key Benefits

• Monitor team and individual targets
• View reports on a wide range of metrics

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 benefit from an entirely seamless experience.

Key Benefits

• Enable customer to resolve their own issues
• Reduce support resource requirements

ERP Integration

With Sage CRM and ERP integration, customer service staff have access to customer data from the back-office as well as the frontoffice 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.

Information from the integrated Sage ERP system can be displayed on the interactive dashboard for quick and easy access, equipping the customer service team with powerful information to provide customers with a consistent and exceptional service.

The interactive dashboard provides the customer service team with an intuitive and customisable workspace from which they can manage and control all customer queries. Agents can dynamically view and access multiple customer information from the dashboard providing them with a holistic view of the customer and enabling them to better serve their customer needs.

Key Benefits

• Get a truly full picture of your relationship with the customer
• Integrate information from ERP system