Productivity Solutions for Service People
- Response Time
- Service Contracts
- Service Level Agreements
- Knowledge Base/FAQ’s
- Field Service
- Service Portals
Escalation is the process of notifying key people when certain criteria are met about a support issue. The most common uses of escalation are based on the customer’s importance, violation of service levels, lack of progress on resolving an issue, or a pattern of problems. Escalations are frequently implemented through workflows.
Supporting Solutions: CRM, BPM, Support software
Response Time is the measurement of support’s ability to react to a problem. In the service industry, response time is critical. It’s measured in two ways: Mean Time to Repair (MTTR) or Mean Time to Failure (MTTF).
Mean Time to Repair refers to the amount of time it takes for a service department to become aware of a situation and fix it. Mean Time to Failure is the time the product has been operating up to the point that it fails. Both measurements of response time should be continually analyzed and monitored. If the response times are improving, MTTR will go down and MTTF will go up. Trend analysis helps management evaluate success with products based on variations with these two indicators.
Supporting Solutions: CRM, Business Intelligence, Support software
Before opening a case, it’s important to understand the existing service agreement with the customer. Contract modules in CRM track your service agreements at incident, hourly, warranty, and periodic levels. As a best practice, workflows are usually set up to notify customer service or sales of service contract expiration.
Supporting Solutions: CRM, Content Management software
Service Level Agreements
A Service Level Agreement (SLA) is a component of the contract module that displays your commitment to the customer. SLA’s are usually tied to an escalation, so if you cannot meet your commitment, people know about it ahead of time. The SLA is standard in most CRM modules and is implemented through the product or a workflow within the product.
Supporting Solutions: CRM
Knowledge base/FAQ platforms are public or private facing platforms that take standard problems and associate them with solutions. They’re designed to document common issues and how to resolve them. Articles can be simple or complex, rated by operators or users, and contain attachments or links to other systems. Information posted in the knowledge base is usually vetted to ensure accuracy. All FAQ’s and knowledge bases are searchable.
Supporting Solutions: CRM, Support Software
Workflows are excellent for standardizing how employees escalate problems and ensuring that SLA’s are met. Workflows are designed to automate common tasks and enforce policy by providing a consistent set of rules.
Compatible Solutions: CRM, BPM, Productivity Tools
Field service is typically implemented as a mobile solution for service management, with a few additions. Field service people frequently need to return and order parts, look at customer product information, and track time and travel expenses. The module typically has a scheduling component so representatives can build off multiple visits. For example, a rep may go on-site with a client, see that a part needs to be ordered, leave, and come back with the part. Scheduling for those visits is accommodated through the natural structure of the field service solution.
Compatible Solutions: CRM
A portal is the public facing knowledge base/FAQ which allows users to record & track cases, look at product info, order parts & components, and update & manage their own registered products.
Compatible Solutions: CRM
Products we Recommend
bpm’online is a global provider of process-driven CRM for marketing, sales and service. The beauty and the core value of bpm’online products is the agility to change processes faster than ever and align marketing, sales and service on a single platform. Users love bpm’online’s engaging interface with a social look and feel, free from redundant information to keep them focused on what’s relevant. Today, the company employs 600+ experts and serves over 6,500 customers worldwide.
Collabspot helps salespeople close more deals, faster, with 1-to-1 marketing automation in Gmail that integrates their CRM. This Chrome extension brings multiple business apps into your Gmail simultaneously. It is a sales e-mail platform that solves the problem of CRM adoption by helping salespeople reach out to leads and customers through e-mail and social networks. Users get timely cues and easy access to customer data so they can close deals without friction.
DocuSign is the world’s leading electronic signature solution. With more than six million customers having DocuSigned more than 58 million documents, DocuSign is the fastest, easiest, most secure way to sign, track, and store documents in the cloud.
Entrinsik Informer business intelligence software enables organizations to perform ad-hoc reporting and analysis, blending data from multiple sources to create interactive reports and visualizations. Regardless of technical expertise, users can easily customize views, drill down into underlying data, dynamically group & sort, export & embed, all in real time, all on one screen.
Flexidocs integrates seamlessly with SugarCRM or Salesforce to automatically pull fields and related records into the documents you're creating. Then, it lets you share those documents for electronic signatures on computers, smartphones, or tablets.
Infor® CRM is an award-winning CRM solution that delivers a complete view of customer interactions across your sales, marketing, customer service, and support teams, so they can collaborate effectively and respond promptly and knowledgably to sales opportunities and customer inquiries — both in the office and in the field.
Infor ION enables intelligent business operations by simplifying integration between disparate systems, while combining contextual business intelligence, common reporting and analysis, streamlined workflow and business monitoring in a single, consistent architecture. The solution also unifies reporting services, mobile services, and cloud services into one elegant network built on four principal elements: Infor ION Workflow, Infor ION Event Management, Infor ION Pulse, Infor Enterprise Search.
Think of KnowledgeSync as your Infor CRM's invisible assistant. It can automatically generate and deliver forms, documents, and reports to your staff; assign leads to salespeople; monitor invoices and statements; oversee incoming emails; and stay on top of website requests. KnowledgeSync also dynamically updates Infor CRM with the details of what has occurred, and what needs to occur to best address client's needs.
SierraCRM's Process Manager Enterprise is a SugarCRM add-on module that automates daily tasks associated with servicing and supporting customers. Its functionality enhance the creation of workflows in SugarCRM and enables your employees to spend less time managing data and more time focused on what’s important.
Starfish ETL (Extract Transform Load) is a premiere import/export suite of tools that provides seamless data integration from one database to another - whether hosted, on premise, or in the cloud. This system links multiple databases and systems with extreme flexibility, power, and speed, and delivers the insights to engage your customers and prospects on a whole new level. Starfish integration will help automate your business processes, expand your CRM functionality, and increase productivity so you can provide the greatest value to your customers.
SugarCRM enables businesses to create extraordinary customer relationships with the most innovative, flexible and affordable CRM solution on the market. The company places the individual at the center of its solution, coordinating the actions of customer-facing employees and empowering them with the right information at the right time to transform the customer experience.
Technology Advisors assembled the Advanced Support Manager bundle to enhance the customer support functionality built into SugarCRM. These enhancements were built based on requests from various customers as well as our own experience using Sugar. The Advanced Support Manager is built on top of existing functionality in Sugar.
Tenfold (formerly Callinize) is a hosted solution which bridges your existing phone and CRM in 5 minutes. No switching systems, no enterprise software deployments, no yearly contracts. Tenfold's mission is to bridge the systems you use today as easily as possible. It does this by supporting three different methods for getting your phone data into the system: Native integrations, a special Softphone, and deskphone integrations.
XperiDo for Sugar is an extension to Sugar 7.5 and 7.6 to automate the creation of documents. It is the most complete solution to generate and deliver documents with dynamic and conditional content and formatting, in no more than a couple of clicks straight from any Sugar list view or record view. XperiDo is a server-side solution, that can run on prem, in a private cloud or in SaaS mode.
Zendesk is the leading provider of proven, cloud-based customer service software. It’s the fastest way for growing organizations to enable great customer service because it facilitates excellent one-on-one support to build out self-service options and proactive customer engagement. Zendesk’s goal is to enable customer relationships that are more personal and productive by streamlining support with time-saving tools like ticket views, triggers, and automations. This helps you get back to what matters most — better customer service and more meaningful conversations.