Customer Service

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