Sage - Customer Care
Good sales and marketing efforts deliver customers to your business. But that's just the start. Your customer support department develops the relationships that create customer loyalty and generate repeat sales. With the cost of acquiring customers as much as seven times higher than retaining them, creating the ideal customer experience is the key to success. With SAGE CRM MME Customer Care you'll build and manage lasting customer relationships – providing the service your customers need and expect.
Contact Management
To deliver superior customer service and exceed your customer support performance goals, your staff must have the most up-to-date and complete customer data at their fingertips - data that helps them effectively resolve service issues and creates cross-sell or up-sell opportunities. After all, customers interact with your support team more frequently than with anyone else in your company. SAGE CRM MME provides real-time access to relevant customer data including purchases, call and escalation history, interactions, multiple contacts, support cases, e-mail and documents sent and received, and sales opportunities. With SAGE CRM MME, you can make the most of every customer interaction, maximizing business opportunities and customer satisfaction.
Service Level Agreements
The ability to track and meet service level agreements (SLAs) against your support cases is critical for maintaining loyal, dedicated customers. SAGE CRM MME cases have a "traffic light" monitoring system, which indicates how close the case is to exceeding SLA, and allows triggering of escalation events at predefined times in the process.
Call Center Accuracy
As a central repository for all customer data, SAGE CRM MME provides easy-to-use, real-time access to information, enabling your staff to resolve customer issues quickly and efficiently, reducing call times and increasing the efficiency of your call center. Your staff can escalate and prioritize issues and reduce the amount of time required to resolve each call – increasing customer loyalty and confidence. Through the user-friendly interface, recent history buttons, call and e–mail interaction logs, and hypertext search capabilities, SAGE CRM MME keeps critical information at your fingertips – helping customer support professionals find what they need, when they need it.
Solutions Knowledge Base
With SAGE CRM MME, you can store support incidents and case solutions in a central Knowledge Base. Solutions can be linked to multiple cases, and automatically e–mailed to users and customers. The Knowledge Base is accessible to all SAGE CRM MME users and to customers via the Customer Self Service Area.