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Sugar Crm Marketing Industries Presentation 3 Customer Support
- 2. Central repository for customer support and product issues Share knowledge and case resolutions across teams Reduce costs through customer self-service 2/23/2010 ©2008 SugarCRM Inc. All rights reserved. 2 Create a Consistent Customer Experience
- 6. Knowledge base exposes FAQs, common resolutionsReduce costs through customer self-service No ability for customers to help themselves
- 7. Gain a complete view of support request history Escalate unresolved issues for resolution Monitor the effectiveness of case responses 2/23/2010 ©2008 SugarCRM Inc. All rights reserved. 4 Case Management
- 8. Shared group inbox manages and assigns cases based on workflow rules Automatically attaches to customer account record for better understanding of customer issues Issues can be prioritized and assigned 2/23/2010 ©2008 SugarCRM Inc. All rights reserved. 5 Inbound Email
- 9. Helps support teams to better manage and share information Supports FAQs, files, search and user ratings Utilizes a Wiki-like user interface for managing content Expose to customers for self-service 2/23/2010 ©2008 SugarCRM Inc. All rights reserved. 6 Knowledgebase
- 10. Systematic tracking of product defects Provides feedback loop to development and support Identify common problems and provide resolution 2/23/2010 ©2008 SugarCRM Inc. All rights reserved. 7 Bug Tracking
- 11. Customers can log cases, upload relevant information, and track cases to resolution Update account information and newsletter subscriptions Reduces the number of inbound support calls 2/23/2010 ©2008 SugarCRM Inc. All rights reserved. 8 Self-Service Portal
- 12. Monitor the effectiveness of case responses Identify and prioritize customer problems Measure how issues are resolved across individuals and teams 2/23/2010 ©2008 SugarCRM Inc. All rights reserved. 9 Case Reporting
- 13. Start with SugarCRM within days Professional CRM system Easy to use Collaborate with other applications and databases Cost effective, no need to invest in: Servers Server software Databases Application managers Database managers Back-up 2/23/2010 ©2008 SugarCRM Inc. All rights reserved. 10 Your advantage
- 14. 2/23/2010 ©2008 SugarCRM Inc. All rights reserved. 11 More information? Presentation - 0 Overview Presentation - 1 Marketing Automation Presentation - 2 Sales Force Automation Presentation - 3 Customer Support Presentation - 4 Reporting Presentation - 5 Platform Presentation - 6 Collaboration Marketing Industries BV Televisieweg 56 1322 AM Almere The Netherlands Tel +31 36 536 72 33 www.marketingindustries.nl info@marketingindustries.nl