Enable service and support teams to quickly resolve customer issues and deliver a quality customer experience that builds loyal, profitable customer relationships. Quickly locate resolutions to problems, offer convenient self-service options to customers, and get robust reports that tell you if issues are being resolved in a timely manner.
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Key Benefits to Your Business
Settle urgent matters swiftly
- Use Sage SalesLogix SpeedSearch to locate resolutions to customer issues.
- Access customer history quickly and efficiently to provide greater levels of service and resolve issues faster.
Exceed customer expectations
- View all customer interactions across your customer-facing departments in a single, easy-to-use interface.
- Understand purchase history so you can up-sell and cross-sell additional products or solutions that would benefit the customer.
- Integrate with back-office solutions so team members have access to vital information such as credit history, payments, open invoices, inventory, and shipping information.
Create and assign tickets
- Create service tickets that contain detailed information such as a unique ticket ID number, contact information, status, urgency, and assignment.
- Automatically assign tickets to the appropriate resource based on product, skill, or any other criteria you define.
Stay on top of hot issues
- Assign status and urgency to tickets to ensure critical issues are handled quickly.
- Schedule follow-up activities, action items, meetings, and phone calls on open issues.
Manage customer service contracts
- Track service contract details, such as benefit level, price, and time or dollars remaining.
Understand and resolve product issues
- Track defect details including ID number, severity, priority, status, problem type, description, and source.
- View associated tickets, returns, attachments, and asset information.
- Use return management tools to create, assign, update, and monitor returned assets so returns are processed efficiently.
Improve customer experience and reduce costs
- Empower your customers to get support they need 24/7 with the Sage SalesLogix Self-Service Web Portal.
- Customers can view, add, or edit tickets and submit comments and attachments via the web.
- Automatically distribute tickets to your service and support reps based on criteria you define.
Allocate your resources based on customer requirements
- Quickly analyze ticket volume and trends, at the customer, product, or category level.
- Create reports to understand call turnaround times, follow-up statistics, escalated tickets, unresolved tickets, and much more.
- Gain a deeper understanding of your team's performance as well as service and support levels using Sage SalesLogix Advanced Analytics.1,2
Take Charge of Your Business Today by Taking These Steps
Customer Service & Support"
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