Sage CRM empowers your organisation with the information it needs to build and support long-term customer satisfaction and loyalty. 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 , you can build and manage lasting customer relationships, providing the service your customers need and expect.

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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. With an enterprise-wide view of your customers, you can manage for profitability by effectively resolving service issues and creating 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 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, you can make the most of every customer interaction, maximising business opportunities and customer satisfaction.

WORKFLOW INTEGRATION

Sage CRM makes building and retaining your customer base easier than ever by ensuring that customers receive flawless service at every step, whether they choose to interact with your company via e-mail, the telephone or the Web. By implementing a structured workflow that automates pre-determined business rules across all channels, departments and employees, Sage CRM can effectively monitor every customer issue throughout its lifecycle, from initial logging through final resolution. Actions requiring specialised attention are automatically routed to the appropriate employees or partners with the assurance that no issue will fall through the cracks.

"Sage CRM makes building and retaining your customer base easier than ever by ensuring that customers receive flawless service at every step, whether they choose to interact with your company via e-mail, the telephone or the Web."

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 cases have a "traffic light" monitoring system, which indicates how close the case is to exceeding an SLA, and allows triggering of escalation events at predefined times in the process.

CALL CENTRE ACCURACY

As a central repository for all customer data, Sage CRM provides easy-to-use, real-time access to information, enabling you to resolve customer issues quickly and efficiently, reducing call times and increasing the efficiency of your call centre. You can escalate and prioritise 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 keeps critical information at your fingertips - helping customer support professionals find what they need, when they need it.

KNOWLEDGE BASE

With Sage CRM, you store support incidents and case resolutions in a central Knowledge Base. Resolutions are linked to multiple cases and automatically e-mailed to users and customers. The Knowledge Base is accessible to all Sage CRM users and to customers via the Customer Self Service Area.

ENHANCED REPORTING

With Sage CRM, you can generate presentation-quality, device-independent reports in Adobe Acrobat format (PDF) "on demand" for every report within the system, making it easy to e-mail reports to staff who many not have access to your Sage CRM system. When you want quick, one-page overviews of key facts, Summary Reports provides at-a-glance coverage of what matters most. Summary Reports are available for Companies, People, Sales Opportunities and Cases.

Sage CRM enables you to effectively manage, analyse and respond to support issues at all levels of your organisation. With advanced e-mail and workflow integration, Sage CRM ensures that all customer cases are promptly resolved.

Intelligent e-mail and workflow integration instantly builds your Knowledge Base. With easy access via Web Self Service, your customers and other employees will be empowered to solve issues themselves - saving your company time and money.