BUILD AND
MAINTAIN STRONG CUSTOMER SATISFACTION RELATIONSHIPS
· CRM software reduces service complexity and increases
efficiency.
REPORTING TOOLS
· Over two dozen standard and unlimited ad hoc reports
allow you to track the performance and quality of customer
support, help desk, and customer service activities.
INTEGRATED FULLY FUNCTIONAL HELP DESK WITH DEFECT
TRACKING AND AUTOMATED PROBLEM RESOLUTION
· Improves communications, workflow and quality assurance
between departments and drives permanent fixes through Root
Cause problem resolution functionality.
AUTOMATED RULE-BASED ESCALATION
· Provides a mechanism to ensure that customers receive
a response in the appropriate timeframe.
TRACK LICENSE AGREEMENTS, MAINTENANCE CONTRACTS, TIME TRACKING
AND BILLING
· Contract management includes monitoring of expiration
dates, number of incidents and number of hours, allowing
the opportunity to proactively contact customers, should
an expiration situation be developing.
MULTIPLE DEPARTMENT INTEGRATION
· Enterprise Relationship Management (ERM) provides
seamless interaction between departments to resolve customer
issues based on CustomerFirst's two-tier approach to tracking
issues, resulting in informed customers and assured problem
resolution.
SUPPORT FOR FAX AND E-MAIL
· Send and receive faxes and e-mail through the system,
plus a Broadcast feature that allows multiple contacts at
the same time.
MICROSOFT OUTLOOK INTEGRATION
· Places "Ticklers" in Outlook allowing
for improved response time