For Customer Service & Support (2MB pdf option) 

Maximizer CRM helps customer service managers and teams to effectively service customers, accessing and sharing information across Sales, Marketing and Customer Service & Support.

 

Key Benefits

• Provide customer service staff with the tools they need to help customers quickly
• Get visibility into customer inquiries and satisfaction to guide staff resources
• Foster long-lasting customer relationships with open communication and streamlined processes for resolving issues
• Reduce workload by automating processes and providing web-based self-service

 

Maximise Satisfaction. Drive Repeat Business.

Servicing customers effectively is a key ingredient in growing your business through loyal, repeat buyers. Whether it’s answering a question, resolving an issue, or modifying a product to meet user needs, customer satisfaction levels are critical to your bottom line. Maximizer CRM 10 is simple, accessible, and adaptable CRM that provides the platform for staff to resolve issues and for managers to optimise resources ultimately, to maximise productivity and maximise customer satisfaction.

 

Keep Customers Satisfied, Loyal & Profitable

• Effectively track, manage and resolve all your post-sales customer issues, including technical support, billing and returns.
• Track and search on case number, queue, product, or assigned staff to quickly retrieve records the next time a customer calls.
• Resolve issues faster with easy access to complete customer account information in one central location. Records of previous communications—including emails, notes from phone calls, and staff observations—are clearly sorted so you don’t have to waste time.
• Even access customers’ credit status and purchase history directly.
• Make the best use of specialised knowledge by assigning cases based on expertise.

Staff get automatic email alerts for faster response.

• Track case assignments and escalations to ensure every issue is resolved and that customer satisfaction remains high. Get automatic notifications of overdue cases and other critical incidents.

 

Optimise Resources & Maximise Productivity

• Minimise errors with pre-filled fields in the customer case form, or allow for quick case creation based on incoming email.
• Respond faster and improve call productivity with computer telephony integration (CTI) that enables you to automatically identify inbound callers directly from Maximiser CRM.
• Staff anywhere can review and resolve customer service cases with access from the office or anywhere through the web.

 

Track Defects & Inform Customers of Fixes or Recalls

• Easily configure case-related fields to track details of customer problems, such as product application or model number.
• Easily search for customers who had specific problems to send them a notice when product fixes are available.

 

 Gain Insight into Customers and Staff to Improve Service

• Instantly view details of all outstanding cases, including elapsed time, priority level and status, by representative. Visualise case assignment to effectively balance workload and maximise customer satisfaction.
• See a high-level, real-time visual snapshot of your department and the company’s performance including outstanding cases, through the dashboard, then drill into details to resolve problems quickly.
• Get real-time updates with over 175 standard reports, including Overdue Cases by Rep, Case Assignment and Case Billing. Then export reports to Excel® for deeper analysis.
• Automatically email weekly reports to managers, or trigger reports and alerts based on critical performance indicators.

 

Resolve Issues Faster with the Knowledge Base

• Avoid duplicating effort by arming your reps with access to updated, detailed product information in the Knowledge Base; answers to many customer issues are a click away with fast keyword searching.

Collaborate to close sales with strategy-based opportunity management.

• Share successful incident resolutions and product-specific details with other reps.

 

Provide Self-Service to Reduce Workload

• Reduce calls by giving customers and partners the ability to search your online Knowledge Base for product updates and answers to FAQs.
• Allow customers and partners to create and check the status of their cases themselves.

 

Automate Processes to Ensure High Quality Service

Automatically respond to critical business activities and monitor staff performance with Workflow Automation, powered by KnowledgeSync, to ensure every customer service case gets the attention it deserves.

 

Some examples:

·         Make sure customers get the support they deserve by tracking expiration dates of service level agreements and sending renewal notices.

·         Search for overdue or stalled cases every morning and send email alerts to resolve them quickly.

·         Send an alert when more than X cases are entered for a customer in a week.

·         Monitor incoming emails and automatically create customer service cases based on intelligent tracking of message.

 

Get Maximizer CRM today and get Simply Successful CRM