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After
Sales Service Automation
Studies have shown that revenue can be increased up to six times by investing
in existing Customer Service compared to investing the same amount in finding
new customers. For this reason, customer service has become increasingly
important to companies and often provides the best ROI in a CRM solution.
ADAPTcrm™ helps you manage key operational challenges in After Sales
Service such as:
- Maintaining service history of customers
- Follow ups when promised
- Complaint escalation
- Service contract management
- Product quality feedback
- Average speed of answer
- Average call close rate
- Call abandon rate
- First call resolution rate
- Cost per contact (calls, e-mails)
- Agent wise turnover
- Customer satisfaction
- Call resolution quality
- Knowledge base for quick access
- Warranty Management
- Lot/Serial Tracking
- Defect Tracking
- Labour Tracking
- Parts & Material Tracking
- Expense Tracking
- Automatic Routing & Escalations
ADAPTcrm™
provides advanced tools for managing service level agreements, tickets/incidents,
warranty programs and renewals for Field Service or Help Desk environments.
To reduce wait times and your cost of delivering service, the user-defined
routing and escalation engine delivers tasks to those most qualified to
respond, while the intelligent natural language knowledge-base empowers
every employee with real-time access to the right answers.
Complete Customer Service
To generate recurring revenue, you must focus on keeping your customers
happy. To satisfy their demand for immediate attention, ADAPTcrm™
provides advanced tools for managing service contracts, complaints and
service tickets/incidents, and warranty programs and renewals.
Service Ticket Manager
Everyone in your organization has a role in providing customer service.
However, if you have a large volume of inbound service or support calls,
you may have an entire department dedicated to service. To better manage
your service department's responsiveness, knowledge, and reliability,
ADAPTcrm™ provides a complete service ticket (also referred to as a "case"
or "incident") database. Key Features of the Service Ticket Manager:
- Establish user-defined service level agreements (SLA) per each
account
- Affiliate and track user-defined warranty programs for inventoried
items
- Log and track service tickets for specific accounts related
to serialized or lotted items
- Automatically route, and escalate reported service tickets
based on user-defined rules
- Create and link appointments, tasks, and activities to specific
service tickets
- Add unlimited user-defined fields/forms/folders to each service
ticket
- Maintain a complete history of activities with unlimited notes,
about each service ticket.
- Populate and utilize the natural language knowledge base to
search for problem resolutions
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