Integrated
Service Alerts Comes to SalesLogix Support
Integrated
Service Alerts delivers critical business data to service
and support teams, enabling companies to improve customer
interactions, streamline service and support processes,
and reduce costs.
Interact Commerce Corporation, the makers of SalesLogix™,
the leader in small business and mid-market CRM, and ACT!™,
the best-selling contact manager, today announced the
availability of Integrated Service Alerts for SalesLogix
Support. Based on the SalesLogix KnowledgeSync functionality,
Integrated Service Alerts enables SalesLogix Support clients
to analyze, identify, and distribute critical business
data to employees and customers through e-mail response,
service notifications, and escalations.
"Integrated Service Alerts adds a whole new dimension
to our SalesLogix Support offering," says Mark Engelberg,
President and CEO of Compulan. "The e-mail response
and notifications truly improve workflow and enable service
and support representatives to better support their customers,
while saving valuable time and reducing support costs."
Because
Integrated Service Alerts works behind the scenes, customer
service and support teams are empowered to respond more
quickly, intelligently, and profitably to changes in
their support environment. Customer service and support
teams using Integrated Service Alerts will see:
-
Proactive
and positive customer interactions
Customers want to know that the service and support
teams are working on their open issues. Now, when a
customer e-mails customer service or technical support,
they are notified that their e-mail was received and
they are given an approximate turnaround time on their
request.
-
Greater
efficiency among service and support teams
When an e-mail is received by service or support, it
is scanned and forwarded to the appropriate representative.
A support ticket is created and/or existing tickets
are updated. All customer communications are automatically
attached to that ticket. Because Integrated Service
Alerts proactively notifies the customer of anticipated
turnaround time and notifies the representatives when
they have a new ticket and when a ticket deadline is
approaching, the time each representative spends on
administrative tasks is significantly decreased. This
allows them to concentrate more on servicing and supporting
their customers.
-
Better
management insight into organization
Integrated Service Alerts allows service managers to
monitor timely customer service, manage employee workload,
validate problem solutions, and uncover training issues.
The product provides real-time data capture of ticket
creation and e-mail activity, giving management a better
representation of call/ticket volume so they can adequately
assign resources. The proactive notifications prevent
tickets from "falling through the cracks."
-
Improved
communication between support and sales
Proactive notifications alert sales people and sales
managers when they have been given a new account or
contact and when a customers service contract is about
to expire.
- Increased capture of critical support data
Integrated Service Alerts standardizes how data received
from customers is used to create tickets, increasing
the accuracy of that data. In addition, Integrated Service
Alerts insures that all e-mails are captured against
tickets instead of sitting in an e-mail folder.
If you
are interested in providing your service and support
teams easy access to business critical data through
Integrated Service Alerts or to find out more about
Compulan, please call us at 978-623-3330 or send an
email to SLXAlerts@compulan.com.
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