Satisfied customers are perhaps any company’s single most valuable asset. With the Customer Service
elements of Sales Navigator, technical support representatives can stay in close touch with
their customers, with incident tracking and return material handling, with emphasis
on response time. Customer Service shares virtually all the same screens and features as the sales
module, but has incident and RMA tracking. The best part is that both sales and
technical support share the exact same database of companies, people, addresses, notes,
action items, and sales history. Customer
Service and Sales Navigator truly allow
an entire Sales, Marketing, and Support organization to work closely together increasing
sales and customer satisfaction.
The Sales Navigator Customer Service
system is designed to ensure rapid response to all customer inquiries. It includes
pro-active outreach features and is designed to increase sales and demonstrate active
concern for customer satisfaction by:
Click
Here to take a closer look at the Incident Summary Screen
Click here to take a closer look at the Incident Detail Screen
Click here to take a closer look at the RMA Screen
Service Desk tracking of
incidents, real time, with a incident summary view that allows
on-screen limiting of open or closed incidents for almost any criteria.
Track RMA product returns
at every stage of their progress. Track product returns outside of your
accounting system. RMA and product returns are the traditional
"black-hole" where all your money goes. Get a handle on this revenue, and
repair or replace customer returns efficiently and quickly. Sales will know what's
going on just by looking up the customer's account.
Sales and Customer Service
sharing the same data seamlessly. Both Sales and Technical support will know
exactly what's happening up to the second the data is entered.
Incident and exception
reporting. Open Incident Reporting by
Date, Status Level, or Service Rep. Closed Incident Reporting by Date, or by Service
Rep. Most Common Problem reports 30/60 days back, this year, last year, and by
product. Calls Closed per week, this year and last year. RMA Status report and
many others.
Tracking of problem
resolution. Dispatch style summary screen provides a single
screen to quickly identify and track open incidents and RMAs, oldest to newest. You
can actually institute a 4 hour response time policy and escalation system.
On-line email and fax
capability for information to customers.
Integration with Outlook
and Exchange. Email messages to engineers making calls that
will alert them to a time-sensitive customer incident call.
Track time on each call
and/or minutes spent on the phone for each call. Customer
Service allows you to track the start and stop time of each call down to the minutes.
See all the features of the
Sales Navigator module. Customer Service does everything the Sales module does
except custom profiles, and proposals.
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