Sage CRM Customer Care Features: To download a product overview of the Sage CRM Customer Care module click here

A self-paced film showing the customer care functionality within Sage CRM is available here.

Sage CRM for Customer Service
Sage CRM gives customer service staff the tools to develop real, lasting and beneficial relationships with customers. There is no better example of a department where the right technology and approach can transform a cost to the business into a potential profit centre than in customer service. It is with this in mind that Sage CRM was built to deliver the functionality, the cost of ownership and the ease of use to the middle market so that service excellence can be at the heart of everything.

Features • Case Management • Activities & Communications • Reporting • Knowledge Management • Corporate Knowledge & Best Practice Retention • Customer Portals • Escalation & Notification • Ticket Tracking

Resolve Customer Issues Efficiently
Sage CRM provides customer service professionals with the tools they need to make their job simpler and more effective. With Sage CRM you can keep track of every customer interaction allowing your customer service teams have the most up-to-date and complete customer information at their fingertips – information which helps them effectively and efficiently resolve service issues and creates cross-sell or up-sell opportunities.

Find the Right Information Quickly
Sage CRM allows for the pooling of all transactions and communication history into a single screen. Sage CRM gives customer service professionals a 360 degree view of your customers. With user-friendly tools they can access relevant customer data including purchases, call and escalation histories, interactions, emails and documents sent and received. All this customer information is stored in one central location allowing customer service professionals from any office location to access and share vital customer information. Armed with this customer knowledge they can handle customer queries more efficiently, which in turn enhances and strengthens the customer experience.

Empower Your Customer - Offer Multiple Channels
Sage CRM lets your customers help themselves by providing them with web access to their own ‘customer portals’ which can be accessed at their convenience 24x7.These password protected self-service areas on your website allows customers to log queries, make service requests, view the status of existing or past requests – anything that they would find useful. This customer self-service area on your website can be easily customised to incorporate the look and feel of your company website, ensuring that your company’s brand remains consistent through all customer touch points.

Integrate with Back-End Solutions for Deeper Knowledge
Sage CRM integrates with leading back office applications so Account Managers can access key customer information such as credit status.
Account Managers can view current product information, pricing and discounts to capitalise on potential cross-sell and up-sell opportunities when interacting with customers.

Sage CRM Customer Care Feature List
Case Management
Capture and track every interaction with every customer regardless of customer touch point or channel of communication
Maintain a complete case history with instant access to all previous issues and customer interactions

Activities & Communications
Assign, schedule and track phone calls and meetings and view records of previous meetings
Send emails (plain text or HTML) and attachments and record communication for future reference
Attach documents – white papers, quotes, literature from the document library

Reporting
View and measure call turn around time and understand what is taking longer to resolve and why
View issues by category, outstanding and unresolved issues
Pull graphical reports for weekly, monthly and quarterly management meetings

Knowledge Management
Share customer information internally or externally to allow customers and partners to resolve their own issues
Build a library of solutions to common customer issues to help the customer service team resolve issues faster

Customer Self Service Portal
Provide your customers with web access to their own ‘customer portals’ which they can access at their convenience 24x7
Empower customers to log queries, make service requests, view the status of existing or past requests
Customise your self-service portal to match the look and feel of your corporate identity, ensuring your corporate brand is kept consistent through all customer touch points

Escalation & Notification
Set up rules to automatically escalate cases if not closed within certain time periods
Receive notifications automatically when cases are not resolved within a certain amount of time
Receive notification instantly through email, web browser, phone etc

Ticket Tracking
Never lose an issue/service request in the organisation through tracking and recording of all requests through all stages of response
All issues are date-stamped at time of resolution or escalation for internal management and for external auditing of service succes rates
The representative working on the ticket is always visible as are any later representatives or managers as the request is moved through the organisation ensuring the ownership and accountability over requests as they progress

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