InforCRM delivers powerful customer service automation capabilities that help you effectively respond to customer issues and capitalize on new selling opportunities. InforCRM Customer Service is a component of the integrated InforCRM CRM suite, which in addition to customer service automation and ticket management capabilities, also includes Sales, Marketing, Support, and Mobile automation solutions.

Track and Resolve Customer Questions, Issues, and Requests

InforCRM Customer Service provides robust customer service automation capabilities, delivering the 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 for efficient ticket management.

InforCRM CUSTOMER SERVICE KEY FEATURES

From within the ticket management view, 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 the InforCRM customer service automation application and can be viewed by employees from across your organization.

Find Critical Information and Resources Quickly

SpeedSearch, the powerful knowledge base search engine in InforCRM, helps customer service professionals quickly locate resolutions to customer issues, ensuring highly efficient and effective ticket management. 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 InforCRM 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 the desired resolution is identified, employees can easily input and submit them to the knowledge base for future reference.

 

Manage for Maximum Productivity

The reporting capabilities in InforCRM customer service automation software helps 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 InforCRM ticket management view automatically tracks time spent resolving individual issues, based on when users “punch-in” and “punch-out” of individual tickets. InforCRM 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.

 

Help Customers Help Themselves

InforCRM customer service automation software helps reduce costs while empowering customers to find the answers they need—online at their convenience. With the InforCRM Web Customer Portal, customers can view, add or edit tickets and submit comments or attachments via the easy-to-use online ticket management capabilities. The Web Customer Portal puts the same resource and intelligence used by your professionals on your Web site, along with powerful search technology that simplifies the self-service experience.

 

Integration for a Complete Customer View

InforCRM 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 utilize InforCRM customer service automation capabilities to view current product information, pricing, and discounts in order to capitalize on potential cross-sell and up-sell opportunities when interacting with customers.

InforCRM customer service automation software is highly flexible and can be tailored to work in concert with your existing business processes. And because InforCRM 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.