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Blytheco Home | Sage Software | Sage SalesLogix | Modules | SalesLogix Customer Service
SalesLogix Customer Service |
Maximize customer
satisfaction and loyalty |
SalesLogix Customer Service delivers powerful issue
tracking and resolution tools to maximize customer
satisfaction and loyalty. SalesLogix Customer Service
is part of the integrated SalesLogix customer relationship
management suite, which also includes Sales, Marketing
and Support automation solutions. |
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Track and Resolve Customer Questions,
Issues and Requests |
SalesLogix Customer Service provides the advanced issue
tracking and resolution tools needed to quickly resolve
customer questions, issues and requests and deliver a
high-quality customer experience. Each service ticket
created contains detailed information including a unique
ticket ID number, contact info, type, status, urgency,
assignment, date required and service contract details. |
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From within
a ticket, employees can search for solutions
or schedule activities such as phone calls,
meetings or to-dos to follow up on open issues.
Service reps can also easily communicate
with customers by sending e-mail with attachments
such as white papers, quotes or product info.
Tickets are associated with Accounts and
Contacts, so a record of all service interactions,
past and pending, is maintained in SalesLogix
and can be viewed by employees from across
your organization.
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Find Critical Information and Resources Quickly |
SpeedSearch, the powerful knowledge base search engine in SalesLogix, helps service
professionals quickly locate resolutions to customer issues. Service reps can
search prior tickets, attachments, procedures, activities and notes, as well
as reference materials such as online manuals, FAQ and white papers. In fact,
an advanced keyword search can be run against any information in Salesogix or
on a shared network directory.
With SpeedSearch, service reps can scan search results rapidly and efficiently,
due to advanced filtering, scoring, sorting and preview capabilities. When the
desired resolution is identified, service reps can populate it into the ticket, communicate it to the
customer and record it in the account history with
only a few clicks. When successful new resolutions are
identified, employees can easily input and submit them to
the knowledge base for future reference. |
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Manage for Maximum Productivity |
The reporting capabilities in SalesLogix Customer Service
help managers capture and analyze customer service
metrics to assess team effectiveness. Managers
can view call turn-around time, first-call resolution
percentage, issue totals by category, escalation
history, unresolved issues and a weekly recap.
A feature within the Sage SalesLogix ticket management view automatically tracks time spent resolving individual issues, based on when users “punch-in” and “punch-out” of individual tickets. Sage SalesLogix can also monitor tickets proactively based on business criteria you define, and send automatic alerts when service conditions occur such as overdue tickets, expiring service contracts, or issue escalations. |
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Help Customers Help Themselves |
SalesLogix helps reduce costs while empowering customers
to find the answers they need — online
at their convenience. With the SalesLogix Web
Customer Portal, customers can view, add or edit
tickets and submit comments or attachments. The
Web Customer Portal puts the same resource and
intelligence used by your service professionals
on your Web site, along with powerful search
technology that simplifies the self-service experience. |
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Integration for a Complete Customer View |
SalesLogix integrates with leading back-office applications
so service reps can access key customer information
such as credit status, balance and terms, as
well as reference prior orders, invoices, payments
and shipping info. Service professionals can
also view current product information, pricing
and discounts to capitalize on potential cross-sell
and up-sell opportunities when interacting with
customers.
Sage SalesLogix customer service automation software is highly flexible and can be tailored to work in concert with your existing business processes. And because Sage SalesLogix captures information from all points of customer interaction, employees from Sales and Marketing to Service and Support benefit from a holistic view of every customer. |
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Get More Info
Get a first look at just some of the benefits SalesLogix
has to offer in our Features
Tour. Want to know more? Talk to a SalesLogix sales representative to see if
the SalesLogix QuickStart program is right for you.
Please call us at (949) 583-9500 x2500 or email us at
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