Enterprise Edition

Service Management

The Service Management module in SMB CRM, powered by Microsoft Dynamics CRM, will help you achieve quality customer service and enhance client management. Empower your service representatives to manage support issues from contact through resolution, track requests, and ultimately provide the consistent service your company needs. Based on the Microsoft Office Outlook interface, Service Management will be familiar and easy to use by your staff. With automated routing, queuing, and escalation of service requests you have the ability to assign, manage and resolve support incidents in more rapid and efficient manner. With Service Management in SMB CRM Enterprise, you will improve your first call resolution rates with your searchable shared information database and it will save you time and money as you get the most from your service representatives.

Features and Benefits

• Knowledge Base Resolve those common support problems and issues that usually drain your time, in a much more efficient manner as you are now able to search a database of articles organized by product and service categories.
• Reports and Catalogs Catalogs with product descriptions and support for complex pricing levels, discounts, and units of measure allow your service representatives to be familiar with the entire product and the situation to provide their best service. Reports indentify the areas of support issues that the company should focus on, an evaluation of customer needs, and a measurement of service performance.