Customer Service and Support

Looking after your existing customers is a key factor in growing your business through loyal, repeat buyers. Whether it’s a question of resolving delivery issues, support, or product modification, customer satisfaction is critical to your future growth. Our CRM offerings provide the right solutions for staff to record, track and resolve issues and for managers to optimise your resources.

Standard product capabilities include:

• Ability to track, manage and resolve your post sales customer issues, including technical support, billing and returns
• Retain all records against each customer and case number for future easy access and reference
• Assign cases based on specialised knowledge with automatic emails for faster responses
• Track case assignments and escalations to ensure all issues are resolved quickly and to the customer’s satisfaction
• Instantly view details of all outstanding cases, including elapsed time, priority level and status
• Standard reports including overdue cases by individual, case assignment and case billing
• Automatically email weekly reports to managers, or trigger reports and alerts based on performance indicators