Sage SalesLogix drives efficiencies in our business by enabling us to contact our customers more effectively, coordinate our resources efficiently and communicate information quickly. Overall, Sage SalesLogix is key in our commitment to delivering exceptional customer service.
-Director of Customer Solutions
Avista Utilities
Sage SalesLogix customer service automation software is highly flexible and can be tailored to work in concert with your existing business processes. And because Sage SalesLogix captures information from all points of customer interaction, employees from Sales and Marketing to Service and Support benefit from a holistic view of every customer. When it comes to resolving customer issues quickly, increasing customer satisfaction, and building customer loyalty, is your customer service software helping you achieve your performance goals?
Managing and streamlining operations for service teams is imperative to creating a customer experience that gives you a competitive advantage. Sage SalesLogix provides your customer service teams with a complete view of all customer interactions so they can better service and support your customers.
From advanced service ticket management and return management tools to robust reporting and business analytics capabilities, Sage SalesLogix puts you in control of your customer’s experience. From powerful capabilities that empower your front-line reps to quickly answer customer questions or resolve issues or requests, to reporting and tracking capabilities that enable you to measure your team’s success, Sage SalesLogix takes you beyond the traditional boundaries of customer service software.
- Track and Resolve Customer Questions, Issues, and Requests
Sage SalesLogix Customer Service provides robust customer service automation capabilities, delivering the issue tracking and resolution tools needed to quickly resolve customer questions, issues, and requests and deliver 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 for efficient ticket management.
From within the ticket management view, employees can search for solutions or schedule activities such as phone calls, meetings, or to-dos to follow up on open issues. Service reps can also easily communicate with customers by sending e-mail with attachments such as white papers, quotes, or product info. Tickets are associated with Accounts and Contacts, so a record of all service interactions, past and pending, is maintained in the Sage SalesLogix customer service automation application and can be viewed by employees from across your organization.
- Find Critical Information and Resources Quickly
SpeedSearch, the powerful knowledge base search engine in Sage SalesLogix, helps customer service professionals quickly locate resolutions to customer issues, ensuring highly efficient and effective ticket management. Service reps can search prior tickets, attachments, procedures, activities, and notes, as well as reference materials such as online manuals, FAQ, and white papers. In fact, an advanced keyword search can be run against any information in Sage SalesLogix or on a shared network directory.
With SpeedSearch, service reps can scan search results rapidly and efficiently, due to advanced filtering, scoring, sorting, and preview capabilities. When the desired resolution is identified, service reps can populate it into the ticket, communicate it to the customer, and record it in the account history with only a few clicks. When the desired resolution is identified, employees can easily input and submit them to the knowledge base for future reference.
- Manage for Maximum Productivity
The reporting capabilities in Sage SalesLogix customer service automation software helps managers capture and analyze customer service metrics to assess team effectiveness. Managers can view call turn-around time, first-call resolution percentage, issue totals by category, escalation history, unresolved issues, and a weekly recap.
A feature within the Sage SalesLogix ticket management view automatically tracks time spent resolving individual issues, based on when users punch-in and punch-out of individual tickets. Sage SalesLogix can also monitor tickets proactively based on business criteria you define, and send automatic alerts when service conditions occur such as overdue tickets, expiring service contracts, or issue escalations.
- Help Customers Help Themselves
Sage SalesLogix customer service automation software helps reduce costs while empowering customers to find the answers they need—online at their convenience. With the Sage SalesLogix Web Customer Portal, customers can view, add or edit tickets and submit comments or attachments via the easy-to-use online ticket management capabilities. The Web Customer Portal puts the same resource and intelligence used by your professionals on your Web site, along with powerful search technology that simplifies the self-service experience.
- Integration for a Complete Customer View
Sage SalesLogix integrates with leading back-office applications so service reps can access key customer information such as credit status, balance, and terms, as well as reference prior orders, invoices, payments, and shipping info. Service professionals can also utilize Sage SalesLogix customer service automation capabilities to view current product information, pricing, and discounts in order to capitalize on potential cross-sell and up-sell opportunities when interacting with customers.
- Get a Complete View of Your Customers
With Sage SalesLogix customer service software you get a complete view of your customers’ relationship with your organization in a single easy-to-use interface. Track your customers’ interactions while providing your team with all the details they need to service your customers well.
- Gain Insight into Team Performance
Gain a deeper understanding of your team’s performance and overall support levels through reporting, service ticket management, defect tracking, and advanced business analytics tools.
- Get Instant Notification of Urgent Customer Issues
Sage SalesLogix KnowledgeSync helps you stay in the know when it comes to proactive monitoring of urgent customer issues. Receive instant alerts automatically via e-mail or fax on your pager, PDA, or Web browser when critical events occur so you can take the appropriate action to ensure your customer service levels are not jeopardized.
- Empower Customers with Convenient Options
With Sage SalesLogix customer service automation software, your reps get instant access to account status, shipping information, pricing, and the ability to generate quotes, helping them to uncover hidden sales opportunities for add-on business with your existing customers.
- Uncover Sales Opportunities
With Sage SalesLogix customer service automation software, your reps get instant access to account status, shipping information, pricing, and the ability to generate quotes, helping them to uncover hidden sales opportunities for add-on business with your existing customers.
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