SugarCRM Customer Support<br />©2008 SugarCRM Inc. All rights reserved.<br />
Central repository for  customer support and product issues<br />Share knowledge and case resolutions across teams<br />Re...
2/23/2010<br />©2008 SugarCRM Inc. All rights reserved.<br />3<br />SugarCRM Customer Support<br />Issues<br />Impact<br /...
Full integration between support and sales management</li></ul>Sales reps call on upset<br />customers<br />Improve how cu...
Escalation workflows and project management</li></ul>Long response times for<br />service requests<br /><ul><li>Self-Servi...
Knowledge base exposes FAQs, common resolutions</li></ul>Reduce costs through <br />customer self-service<br />No ability ...
Gain a complete view of support request history <br />Escalate unresolved issues for resolution<br />Monitor the effective...
Shared group inbox manages and assigns cases based on workflow rules<br />Automatically attaches to customer account recor...
Helps support teams to better manage and share information<br />Supports FAQs, files, search and user ratings<br />Utilize...
Systematic tracking of product defects<br />Provides feedback loop to development and support<br />Identify common problem...
Customers can log cases, upload relevant information, and track cases to resolution<br />Update account information and ne...
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Sugar Crm Marketing Industries Presentation 3 Customer Support

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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

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Sugar Crm Marketing Industries Presentation 3 Customer Support

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