Complete Customer Service
To generate recurring revenue and referencable customers, you
must focus on keeping your customers happy. To satisfy their
demand
for immediate attention, SYSPRO CRM provides advanced tools for
establishing account-specific service level agreements,
tracking
service tickets, and managing 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.
In fact, 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, SYSPRO CRM provides a complete service
ticket (also referred to as a "case" or "incident")
database.
Detailed service ticket records contain
reported problems, the status, and resolutions for each service
call, and is tightly integrated so that any department or individual
who interacts with your customers maintains and could potentially
provide the same level of knowledge and service.
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.
Fact Sheets: