Sage CRM Sales Logix v 7 Customer Service
- Slides: 27
Sage CRM Sales. Logix v 7 Customer Service & Support Functionality Kannan Srinivasan – Pre Sales Manager - India
Current release includes • Sales. Logix v 7 Integrated Service & Support Functionality • Support features now delivered through single Sales. Logix Client • Available only in Windows Client currently • Web Client remains only Customer Service
Support Functionality Applicability • The Support module of Sales. Logix fits to the prospect requirement if he is in the business of products and not services • Returns are applicable if they are tangible products • Features of Support are accessible from the standard Sales. Logix Nav. Bar on the Windows Client
Sage CRM Sales. Logix v 7 Support & Service Functionality • Ticket Management • Asset Management • Service Contract Management • Returns • Standard Problem • Standard Resolutions • Defect Management • Speedsearch/Knowledgebase • New Speedsearch Indexes
Ticket Management • Tickets record customer inquiries or complaints • They can contain virtually all information necessary to report, investigate, and close an inquiry or problem • Assign Tickets to the appropriate resource based on area of expertise • Record the status, urgency and nature of issue and track time to resolution
Ticket Management continued • Create new service tickets from Account, Contact and other locations • Track ticket ID, contact info, type, status, urgency, assignment and date needed • Schedule phone calls, meetings or to-dos to follow up on open issues • Send e-mail with attachments and record correspondences to activity history
Create a New Ticket
Time Spent on a Ticket • Punch In and Punch Out Buttons helps in capturing time spent on ticket
Create Ticket Groups, Lookups for Segmentation and Analysis
Automatically Assign Tickets Based on Area of Expertise
What are Assets ? • Assets are the physical products customers own which may be serialized • Products are what you are selling, Assets are what you have sold. • Fundamentals for Tickets, so returns can be issued and maintained
Assets Continued • Sold Product becomes an Asset when Opportunity is closed/won or Sales Order is closed • Can select which Products become Assets • Assets can be serialized at order or later • Associate assets with accounts, tickets, defects, contracts, or returns • Specify and view which Assets are included in a service contract • Several new attributes – SKU, Serial Number, Description – Opportunity, Evaluation, Sales Order, Returned – Location, Asset Code, Environment, System, Version • Formerly Account Products (schema remains Account Products)
Sold Products can be Selectively Converted to Assets
Customer Asset Details • Access detailed information on customers’ products supported by the department • Associate assets with accounts, tickets, defects, contracts, or returns • View information on product codes, names, vendors and pricing • Track detailed asset information such as serial #, quantity, and sales order #
Service Contract Management
Service Contract Management – Insert New Contract Expiration Date Grace Period post Expiration date
Returns • Returns are agreements to accept returned products from a customer for service, replacement, refund, or credit • Associate defective products to the relevant return record • Associate shipping details to the relevant return record • Associate attachments/documents to the return record • Associate an asset to be returned • Capture reasons for the return
Returns Continued Customer PO
Standard Problems and Standard Resolutions • A standard problem is an issue in your product that generates communication from multiple customers • A standard problem can be associated with one standard resolution, or multiple resolutions • Standard Resolution is a proven way to resolve a Standard Problem. • In addition a standard resolution can be associated with multiple problems • Information stored in problems and resolutions can be searched from Speedsearch
Standard Problems and Standard Resolutions continued
Defect Management • A defect is a record describing a problem in a product or process. • Defects involve people from the product management group • Defects can be associated to multiple products • Defect Tasks allow you to associate activities associated with the Defect
Defect Management
Defect Management Contd
Speedsearch/Knowledgebase • Locate required information, resources and resolutions quickly and efficiently • Perform an advanced keyword search of any Sage CRM Sales. Logix table or shared network directory • Reference prior tickets, attachments, standard problems and resolutions, activities and notes/history • Search reference materials such as online manuals, FAQs or white papers • Scan search results efficiently with advanced filtering, scoring, sorting and preview capabilities • Populate resolutions automatically into service tickets with one click • Track all details throughout the lifecycle of a return
Speedsearch Continued –Search Results
Speedsearch – New Speedsearch Indexes Activity and History Indexes can now be searched based security of a user defined in the Sales. Logix Administrator
Questions ?
- Seino logix
- Communicator sage crm integration
- Sales logics crm
- 1500-1269
- Sage crm developer guide
- Sage crm saleslogix
- Customer service and sales fundamentals
- Pengertian customer relation
- "manageengine"
- Adp self service portal
- Give the importance of customer divisibility in crm
- Swot analysis of customer relationship management
- Sales force structure example
- Difference between sales letter and sales promotion letter
- Sales potential vs sales forecast
- Sales deployment
- Management of sales territories and quotas
- Managing marketing information to gain customer insights
- Customer relationship management and customer intimacy
- Beyond customer satisfaction to customer loyalty
- Customer relationship management and customer intimacy
- Customer relationship management and customer intimacy
- Sales through service
- Managed services presentation
- Lso customer service
- Strengths lists
- Susi customer service
- Remarkable customer service