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SalesLogix Customer Service is a module within the SalesLogix Customer Relationship Management (CRM) application. Other modules include Support, Sales and Marketing. SalesLogix also supports Mobile users.

SalesLogix Customer Service provides the advanced 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. By utilising the SalesLogix Customer Service module you will have the ability to significantly improve customer service and subsequently increase the chance of gaining repeat revenue.

 

From within a ticket, employees can search for solutions or schedule activities (phone calls, meetings or to-dos) to follow-up on open issues. Service reps can also easily communicate with customers by sending emails 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 SalesLogix and can be viewed by employees from across your organisation. This enables your business to improve communication within customer support teams and ensure that you offer the best customer service possible.

In a business where similar issues occur on a regular basis it may be possible to utilise similar solutions for similar problems. With this in mind customer service professionals can utilise  SpeedSearch, the powerful knowledge base search engine in SalesLogix, which helps service professionals quickly locate resolutions to customer issues. Service reps can search prior tickets,  procedures, activities and notes, as well as reference materials such as online manuals, FAQs and white papers. 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 send it into the ticket, communicate it to the customer, and record it in the contact history with only a few clicks. When successful new resolutions are identified, employees can easily input and submit them to the knowledge base for future reference, this feature not only saves customer service professionals time it also provides clients with the peace of mind that they are working with a hugely experienced team.

The reporting capabilities in SalesLogix Customer Service help managers capture and analyse customer service metrics to assess team effectiveness. Managers can view call turn-around time, first-call resolution percentage, issue totals by category, unresolved tickets and a weekly recap, allowing them to implement the changes to provide a better level of service. SalesLogix automatically tracks time spent resolving individual issues allowing managers to run periodic reports.

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 view current product information, pricing and discounts to capitalise on potential cross-sell and up-sell opportunities when interacting with customers. SalesLogix Customer Service is highly flexible and can be tailored to work in conjunction with your existing business processes. And because SalesLogix captures information from all points of customer interaction, employees from sales and marketing to service and support benefit from a complete and integral view of every customer. SalesLogix customer service is a necessary tool for customer centric companies looking to increase repeat revenue and improve their reputations.