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Sugar Crm Marketing Industries Presentation 3 Customer Support

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SugarCRM presentation by Marketing Industries BV Netherlands. …

SugarCRM presentation by Marketing Industries BV Netherlands.

See also:
Presentation - 0 Overview
Presentation - 1 Marketing Automation
Presentation - 2 Sales Force Automation
Presentation - 3 Customer Support
Presentation - 4 Reporting
Presentation - 5 Platform
Presentation - 6 Collaboration

Published in: Business, Technology

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Transcript

  • 1. SugarCRM Customer Support
    ©2008 SugarCRM Inc. All rights reserved.
  • 2. Central repository for customer support and product issues
    Share knowledge and case resolutions across teams
    Reduce costs through customer self-service
    2/23/2010
    ©2008 SugarCRM Inc. All rights reserved.
    2
    Create a Consistent Customer Experience
  • 3. 2/23/2010
    ©2008 SugarCRM Inc. All rights reserved.
    3
    SugarCRM Customer Support
    Issues
    Impact
    Solution
    Improve understanding of
    customer status and
    propensity to buy
    • Case management and bug tracking
    • 4. Full integration between support and sales management
    Sales reps call on upset
    customers
    Improve how customer issues
    are resolved by optimizing
    team performance
    • Case reporting for better understanding of case loads
    • 5. Escalation workflows and project management
    Long response times for
    service requests
    • Self-Service Portal for customer case management
    • 6. Knowledge base exposes FAQs, common resolutions
    Reduce costs through
    customer self-service
    No ability for customers to
    help themselves
  • 7. Gain a complete view of support request history
    Escalate unresolved issues for resolution
    Monitor the effectiveness of case responses
    2/23/2010
    ©2008 SugarCRM Inc. All rights reserved.
    4
    Case Management
  • 8. Shared group inbox manages and assigns cases based on workflow rules
    Automatically attaches to customer account record for better understanding of customer issues
    Issues can be prioritized and assigned
    2/23/2010
    ©2008 SugarCRM Inc. All rights reserved.
    5
    Inbound Email
  • 9. Helps support teams to better manage and share information
    Supports FAQs, files, search and user ratings
    Utilizes a Wiki-like user interface for managing content
    Expose to customers for self-service
    2/23/2010
    ©2008 SugarCRM Inc. All rights reserved.
    6
    Knowledgebase
  • 10. Systematic tracking of product defects
    Provides feedback loop to development and support
    Identify common problems and provide resolution
    2/23/2010
    ©2008 SugarCRM Inc. All rights reserved.
    7
    Bug Tracking
  • 11. Customers can log cases, upload relevant information, and track cases to resolution
    Update account information and newsletter subscriptions
    Reduces the number of inbound support calls
    2/23/2010
    ©2008 SugarCRM Inc. All rights reserved.
    8
    Self-Service Portal
  • 12. Monitor the effectiveness of case responses
    Identify and prioritize customer problems
    Measure how issues are resolved across individuals and teams
    2/23/2010
    ©2008 SugarCRM Inc. All rights reserved.
    9
    Case Reporting
  • 13. Start with SugarCRM within days
    Professional CRM system
    Easy to use
    Collaborate with other applications and databases
    Cost effective, no need to invest in:
    Servers
    Server software
    Databases
    Application managers
    Database managers
    Back-up
    2/23/2010
    ©2008 SugarCRM Inc. All rights reserved.
    10
    Your advantage
  • 14. 2/23/2010
    ©2008 SugarCRM Inc. All rights reserved.
    11
    More information?
    Presentation - 0 Overview
    Presentation - 1 Marketing Automation
    Presentation - 2 Sales Force Automation
    Presentation - 3 Customer Support
    Presentation - 4 Reporting
    Presentation - 5 Platform
    Presentation - 6 Collaboration
    Marketing Industries BV
    Televisieweg 56
    1322 AM Almere
    The Netherlands
    Tel +31 36 536 72 33
    www.marketingindustries.nl
    info@marketingindustries.nl