 SalesLogix Customer Service and Support
SalesLogix Customer Service provides advanced issue tracking and resolution tools needed to quickly resolve customer questions, issues and requests, delivering 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.
From within a ticket, employees can search for solutions or schedule activities. 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.
 SalesLogix helps reduce costs while empowering customers to find the answers they need online at their convenience. With the SalesLogix Web Customer Portal, customers can view, add or edit tickets and submit comments or attachments. The Web Customer Portal puts the same resources and intelligence used by your service professionals on your website, along with powerful search technology that simplifies the self-service experience.
SpeedSearch, the powerful knowledge base search engine in SalesLogix, helps service professionals to quickly locate resolutions to customer issues. Service professionals can search prior tickets, attachments, standard problems and resolutions, procedures, activities and notes, as well as reference materials such as online manuals, frequently asked questions and whitepapers. In fact, an advanced keyword search can be run against any information in SalesLogix or on a shared company network directory.
With SpeedSearch, Service professionals can scan search results rapidly and efficiently, due to advanced filtering, scoring, sorting and preview capabilities. When the desired resolution is identified, service professionals can populate it into the ticket, communicate it to the customer and record it in the account 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 references.
Streamline support centre activitiesSalesLogix features advanced problem tracking tools which make it easier to know exactly how, when and if a problem is actually being dealt with. Manage call and defect tracking, service contract renewals and return material authorizations (RMAs) means that the system will call, e-mail or phone when the situation demands it.
Share information with your front-office teamSalesLogix Support is a fully integrated component of the SalesLogix customer relationship management suite. All of the information can be readily shared with those in Sales, Marketing, to give your entire organisation a single view of your customers.
Help customers help themselves
The valuable information used by your support teams can also be made available to your customers through your website. The search engine simplifies the self-service experience and with WebTicket, customers can track their own requests online at any time.
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