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Implementare ERP, CRM, BI, SFA si SCM pentru distributie, productie, servicii si retail

CRM for Service

The quality of the services offered to customers and aligning the company’s values with the expectations of consumers are critical in achieving your business goals. The SeniorCRM Enterprise component dedicated to service and support activities allows at one hand a better organization of the internal processes, and on the other hand helps to increase the profitability of the offered services. Be it a service activity or a recurrent visit to a customer, the CRM system provides powerful tools for the management of service activities and after sales interactions with customers, suppliers or business partners.

CRM for Service

1.Contacts and customers management

Management clienti in CRM

Access to consolidated data about clients
  • Access to customer information is done depending on the role of each employee/department
  • Users can view in detail the interactions history, the service level (SLA — Service Level Agreement) and the overcoming for each client
  • Interactions with clients are easy to follow at user level or on different channels: telephone, e-mail, web, client visits, etc.
  • All service or support requests received via email are attached to the customer account automatically

2.Service activities management

Management activitati service in CRM

Effective service procedures in CRM
  • Recurrent service activities planning and management tools
  • Centralized views of service calendars and involved resources
  • Quick allocation of one or more service activities to an employee or a team, depending on the security roles
  • Sending automatic replies to common requirements, depending on their type, or other characteristics of the most common requests
  • Centralization of the most frequent answers and best practices in a knowledgebase available to the service & support department employees

3.Interactions and incidents management

management incidente in CRM

Resolve incidents quickly and correctly in CRM
  • Immediate access to complete information about clients, products, services, documentation, history of previous interactions, etc.
  • Resolve incidents faster and avoid repeated efforts by using the knowledgebase with answers to frequently asked questions, best practices, etc.
  • Customize the workflows from the support department on types of incidents, commercial relations or types of product, in order to redirect the cases to the right employees
  • Tracking of all correspondences, documents and contacts involved in resolving an incident

4.Reporting and service analysis

Analiza service in CRM

Detailed analysis of the main service and support indicators
  • Use predefined reports or create new ones in order to find out the customers’ level of satisfaction or the degree of incidents-solving
  • Interact with the graphs in the system and identify the reasons why certain incidents have been resolved with delay
  • Follow the performance of each employee and the amount of work that he does by analyzing the number of resolved versus allocated requests
  • Follow in parallel the services and the agreed conditions with the customer and set automatic reminders in case of overcoming
  • Test various internal working procedures, analyze the results and choose the most effective ones
  • Monitor the loading of each employee and reassign the incidents according to their qualification, in order to reduce the average resolving time

5.Proactive sales and support

Service la client in CRM

The variety of customers reported incidents and requests requires that the representatives have a big volume of information about them: is this customer likely to give up on the company’s services because of an incident, is it a good candidate for the sale of complementary products or of greater value? A higher visibility over the interactions with a particular client enables employees to deliver services of the highest quality and to strengthen the relationship with the customers.

New business opportunities for the existing customers

Besides the actual component of organization and optimization of services in a company, SeniorCRM Enterprise allows, at the managerial level, a better understanding of customer needs, thus generating new business opportunities. A customer retention program is easier to build based on the effective management of all interactions with customers via telephone, e-mail, regular visits, web etc. In addition, a high level of customer satisfaction can lead to getting recommendations for attracting new ones.

Increase the level of customer satisfaction

Increasing customer satisfaction is a source of revenue that quantifies, depending on an organization’s strategy, in terms of: loyalty, getting recommendations for attracting new customers, increasing sales opportunities for new products and services. The CRM system is a powerful tool for increasing customer satisfaction through:

  • reducing the response times to clients and partners incidents,
  • increase the quality of answers,
  • minimizing the risks associated with staff fluctuations.

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