CUSTOMER CARE AUTOMATION
Good sales and marketing efforts deliver customers to your business. But that’s just the start. Your customer support department develops the relationships that create customer loyalty and generate repeat sales. With the cost of acquiring customers as much as seven times higher than retaining them, creating the ideal customer experience is the key to success. With ACCPAC CRM Customer Care, you’ll build and manage lasting customer relationships, providing the service your customers need and expect.
CONTACT MANAGEMENT
To deliver superior customer service and exceed your customer support performance goals, your staff must have the most up- to-date and complete customer data at their fingertips. With an enterprise-wide view of your customers, you can manage for profitability by effectively resolving service issues and creating cross-sell or up-sell opportunities. After all, customers interact with your support team more frequently than with anyone else in your company. ACCPAC CRM provides real-time access to relevant customer data including purchases, call and escalation history, interactions, multiple contacts, support cases, e-mail and documents sent and received, and sales opportunities. With ACCPAC CRM, you can make the most of every customer interaction, maximizing business opportunities and customer satisfaction.
WORKFLOW INTEGRATION
ACCPAC CRM makes building and retaining your customer base easier than ever by ensuring that customers receive flawless service at every step, whether they choose to interact with your company via e-mail, the telephone or the Web. By implementing a structured workflow that automates pre-determined business rules across all channels, departments and employees, ACCPAC CRM can effectively monitor every customer issue throughout its “lifecycle,” from initial logging through final resolution. Actions requiring specialized attention are automatically routed to the appropriate employees or partners with the assurance that no issue will “fall through the cracks.”
SERVICE LEVEL AGREEMENTS
The ability to track and meet service level agreements (SLAs) against your support cases is critical for maintaining loyal, dedicated customers. ACCPAC CRM cases have a “traffic light” monitoring system, which indicates how close the case is to exceeding an SLA, and allows triggering of escalation events at predefined times in the process.
CALL CENTER ACCURACY
As a central repository for all customer data, ACCPAC CRM provides easy-to-use, real-time access to information, enabling you to resolve customer issues quickly and efficiently, reducing call times and increasing the efficiency of your call center. You can escalate and prioritize issues and reduce the amount of time required to resolve each call — increasing customer loyalty and confidence. Through the user-friendly interface, recent history buttons, call and e-mail interaction logs, and hypertext search capabilities, ACCPAC CRM keeps critical information at your fingertips — helping customer support professionals find what they need, when they need it.
KNOWLEDGE BASE
With ACCPAC CRM, you store support incidents and case resolutions in a central Knowledge Base. Resolutions are linked to multiple cases and automatically c-mailed to users and customers. The Knowledge Base is accessible to all ACCPAC CRM users and to customers via the Customer Self Service Area.
ENHANCED REPORTING
With ACCPAC CRM, you can generate presentation-quality, device-independent reports in AdobeR AcrobatR format (PDF) “on demand” for every report within the system, making it easy to e-mail reports to staff who many not have access to your ACCPAC CRM system. When you want quick, one-page overviews of key facts, Summary Reports provides at-a-glance coverage of what matters most. Summary Reports are available for Companies, People, Sales Opportunities and Cases.
