Problem: Resolving customer issues takes time and first-time resolution is rare.
Customer issues often ‘fall through the cracks’ due to poor tracking and lack of information share across teams. It’s impossible to identify customers that require urgent attention or high priority customers.
Solution - CRM gives you:
- Centralized customer account details and call history for easier collaboration and information access, which enables customer issues to be tracked and responded to regardless of who answers the phone or received the e-mail.
- The ability to establish a world class organization through key metrics and score boards to track performance, such as increases the number of queries resolved on first contact rate.
- Captured feedback from customers on product/service issues.
- Interactive dashboard for a single view of marketing information