SalesLogix Customer Service and Support Features: To download a product overview of the SalesLogix Customer Service and support module click here

SalesLogix Customer Service
SalesLogix Customer Service delivers powerful issue tracking and resolution tools to maximise customer satisfaction and loyalty. The SalesLogix CRM suite also includes Sales, Marketing and Support solutions.

Features • Ticket Management • Service Contract Management • SpeedSearch/Knowledge Base • Activities and Communications • Reporting • Notification and Alerts • Web Customer Portal • Back-Office Integration • Integrated CRM Benefits • Configuration and Workflow • Windows, Web and Wireless

Track and Resolve Customer Questions, Issues and Requests SalesLogix Customer Service provides the advanced issue tracking and resolution tools needed to quickly resolve customer questions, issues and requests, delivering a high-quality customer experience. Each service ticket created contains detailed information including a unique ticket ID number, contact info, type, status, urgency, assignment, date required and service contract details.
From within a ticket, employees can search for solutions or schedule activities such as phone calls, meetings or to-dos to follow up on open issues. Account Managers can also easily communicate with customers by sending e-mails with attachments such as white papers, quotes or product information. Tickets are associated with Accounts and Contacts, so a record of all service interactions, past and pending is maintained in SalesLogix and can be viewed by employees from across your organisation.

Help Customers Help Themselves
SalesLogix helps reduce costs while empowering customers to find the answers they need – online at their convenience. With the SalesLogix Web Customer Portal, customers can view, add or edit tickets and submit comments or attachments. The Web Customer Portal puts the same resources and intelligence used by your service professionals on your website, along with powerful search technology that simplifies the self-service experience.

Find Critical Information and Resources Quickly
SpeedSearch, the powerful knowledge base search engine in SalesLogix, helps service professionals quickly locate resolutions to customer issues. Service professionals can search prior tickets, attachments, standard problems and resolutions, procedures, activities and notes, as well as reference materials such as online manuals, frequently asked questions and whitepapers. In fact, an advanced keyword search can be run against any information in SalesLogix or on a shared company network directory. With SpeedSearch, Service professionals can scan search results rapidly and efficiently, due to advanced filtering, scoring, sorting and preview capabilities. When the desired resolution is identified, service professionals can populate it into the ticket, communicate it to the customer and record it in the account history with only a few clicks. When successful new resolutions are identified, employees can easily input and submit them to the knowledge base for future references.

Integration for a Complete Customer View
SalesLogix integrates with leading back-office applications so Account Managers can access key customer information such as credit status, balance and terms, as well as reference prior orders, invoices, payments and shipping info. Account Managers can also view current product information, pricing and discounts to capitalise on potential cross-sell and up-sell opportunities when interacting with customers.

SalesLogix Customer Service Feature List
Ticket Management
Track ticket ID, contact information, type, status, urgency, assignment and date needed
Schedule phone calls, meetings or to-dos to follow up on open issues
Send e-mail with attachments and record correspondences to activity history
Automatically assign tickets to the appropriate resource based on area, skill, etc.
Submit issue descriptions and resolutions for archival in the knowledge base
Create ticket groups, lookups and reports for segmentation and analysis of issues

Service Contract Management
Track contract details such as service level, price, and time
Validate authorisations for specific services and log issues against a contract
Associate tickets with contracts to automatically update remaining balances
“Punch-in” and “Punch-out” automatically to track time spent on individual tickets

SpeedSearch/Knowledge Base
Perform an advanced keyword search of any SalesLogix table or shared network directory
Reference prior tickets, attachments, standard problems and resolutions, activities and notes/history
Search reference materials such as online manuals, frequently asked questions or white papers
Scan search results efficiently with advanced filtering, scoring, sorting and preview capabilities
Populate resolutions automatically into service tickets with one click
Archive approved resolutions in the knowledge base for future reference Activities and Communication
Schedule and track phone calls, meetings, to-dos, events and literature requests
Send e-mail and attachments using Microsoft Outlook® and record to

Reporting
Measure call turn-around time, first-call resolution percentage and more
View issue totals by category, escalation history, unresolved issues and a weekly recap

Notification and Alerts
Monitor data proactively and receive alerts when service conditions are triggered
Notify service managers of overdue tickets or escalated issues requiring attention
Alert customer service and support staff of expiring service contracts
Receive alerts instantly via e-mail, fax, pager, PDA, phone or Web browser Web Customer Portal
Empower customers to view, add, or edit tickets and submit comments or attachments
Enable search capability of the same knowledge base that service professionals use

Back-Office Integration
View accounting data such as credit status, activity, A/R balance, aged debt and payment terms
Access current product information, inventory and pricing
Reference orders, invoices, payments and shipping info within customer records
View Back-Office integration online or remotely
Back-Office integration features are fully customisable

Integrated CRM Benefits
Provides Account Managers with a history of their customers’ service issues and details
Enable managers to view problem descriptions and follow-up with a call or letter

Configuration and Workflow
Define user workflow options or grant ability to modify at user level
Automate user/date time stamps, ticket punch-in/out, ticket number and assignment
Configure e-mail workflow, escalation conditions and notification routing Windows, Web and Wireless
Synchronise rapidly and work offline, or work online over a network or the Web
Utilise wireless phones for quick access to customer data in the field

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