Complete Customer Service and Support
A modern CRM system is critical to the success of your business.
The effectiveness of contemporary CRM mandates that it's orchestrated
within the company's extended community including customers, suppliers,
distributors, partners, and employees.
Dovetail CRM has been designed based on 15 years of real-world
experience understanding how customer service and support activities
take place, and are streamlined within a software application to
increase productivity, minimize costs, and build customer trust and
loyalty.
Components
- Case Management provides the ability to capture and track all activities regardless of the communication channel.
- Telephone calls can be documented with action items and responses to and from the customer noted.
- Emails can be received and responded to seamlessly within the application, with all email content stored for complete audit trail purposes, inclusive of any documents attached.
- Website self-service inquiries can be logged and made part of the support process in conjunction with telephone and email interactions.
- Workflows can be customized providing the ability to assign or dispatch tasks to other individuals or groups while maintaining the continuity of the case and its associated content.
- Processes can be automated to reduce or eliminate the need for human involvement and unique business logic and intelligent workflow processes can be designed to embed the desired support lifecycle.
- Sophisticated Knowledge Management facilities provide the ability to reuse trusted enterprise knowledge, significantly enhancing the productivity and efficacy of each agent.
- Select Solutions can be published for use in a self-service portal empowering customers to resolve their own issues without the need to engage with a service representative.
- A powerful "Google-like" search facility makes it easy to find desired information regarding service resources, support activities and Solutions.
- Multi-tiered queries are available to leverage pre-defined categories with attributes such as Case Type, Case Severity, Case Priority, and Create Dates and queries can be saved for later reuse.
- A flexible report writer provides for the customization of reports by business users which can be published in a variety of formats (Word, Excel, PDF, XML, RTF).
- Reports can be run on-demand or scheduled to run at specific times or intervals.
- Service levels can be used to notify of pending thresholds that help ensure all committed response and resolution times are met.
- Products and parts can be linked to customers and locations allowing for the tracking and reporting of activities associated with these components.