Sugar Crm Marketing Industries Presentation 3 Customer Support
11
SugarCRM Customer Support ©2008 SugarCRM Inc. All rights reserved.
-
Upload
marketingindustries -
Category
Business
-
view
1.174 -
download
0
description
SugarCRM presentation by Marketing Industries BV Netherlands. See also: Presentation - 0 OverviewPresentation - 1 Marketing Automation Presentation - 2 Sales Force Automation Presentation - 3 Customer Support Presentation - 4 Reporting Presentation - 5 Platform Presentation - 6 Collaboration
Transcript of Sugar Crm Marketing Industries Presentation 3 Customer Support
SugarCRM Customer Support
©2008 SugarCRM Inc. All rights reserved.
Central repository for customer support and product issuesShare knowledge and case resolutions across teamsReduce costs through customer self-service
04/12/2023 ©2008 SugarCRM Inc. All rights reserved. 2
Create a Consistent Customer Experience
04/12/2023 ©2008 SugarCRM Inc. All rights reserved. 3
SugarCRM Customer Support
Issues Solution Impact
Sales reps call on upsetcustomers
Case management and bug tracking
Full integration between support and sales management
Long response times forservice requests
No ability for customers to help themselves
Improve understanding ofcustomer status andpropensity to buy
Improve how customer issuesare resolved by optimizingteam performance
Reduce costs through customer self-service
Case reporting for better understanding of case loads
Escalation workflows and project management
Self-Service Portal for customer case management
Knowledge base exposes FAQs, common resolutions
Gain a complete view of support request history Escalate unresolved issues for resolutionMonitor the effectiveness of case responses
04/12/2023 ©2008 SugarCRM Inc. All rights reserved. 4
Case Management
Shared group inbox manages and assigns cases based on workflow rulesAutomatically attaches to customer account record for better understanding of customer issuesIssues can be prioritized and assigned
04/12/2023 ©2008 SugarCRM Inc. All rights reserved. 5
Inbound Email
Helps support teams to better manage and share informationSupports FAQs, files, search and user ratingsUtilizes a Wiki-like user interface for managing contentExpose to customers for self-service
04/12/2023 ©2008 SugarCRM Inc. All rights reserved. 6
Knowledgebase
Systematic tracking of product defectsProvides feedback loop to development and supportIdentify common problems and provide resolution
04/12/2023 ©2008 SugarCRM Inc. All rights reserved. 7
Bug Tracking
Customers can log cases, upload relevant information, and track cases to resolutionUpdate account information and newsletter subscriptions Reduces the number of inbound support calls
04/12/2023 ©2008 SugarCRM Inc. All rights reserved. 8
Self-Service Portal
Monitor the effectiveness of case responses Identify and prioritize customer problems Measure how issues are resolved across individuals and teams
04/12/2023 ©2008 SugarCRM Inc. All rights reserved. 9
Case Reporting
Start with SugarCRM within daysProfessional CRM systemEasy to useCollaborate with other applications and databasesCost effective, no need to invest in:
ServersServer softwareDatabasesApplication managersDatabase managersBack-up
04/12/2023 ©2008 SugarCRM Inc. All rights reserved. 10
Your advantage
04/12/2023 ©2008 SugarCRM Inc. All rights reserved. 11
More information?
Marketing Industries BVTelevisieweg 561322 AM AlmereThe NetherlandsTel +31 36 536 72 33
Presentation - 0 OverviewPresentation - 1 Marketing AutomationPresentation - 2 Sales Force AutomationPresentation - 3 Customer SupportPresentation - 4 ReportingPresentation - 5 PlatformPresentation - 6 Collaboration
