Why consider Service Management in CRM?
Service management is an often underused part of most CRM systems, though the benefits can be significant. If your organization is considering CRM, take a look at Service, even if your most pressing needs revolve around marketing or sales. While Service Management isn’t for every organization, it can be particularly useful for manufacturers, distributors and software companies. Though each will use the software in a different way, the primary drivers tend to be the same.
Top ways CRM helps Service Management
- Automate and manage cases – both internal and external. A key issue for many companies is to identify who is calling, why they are calling and if someone gets a prompt response. Service software can automatically create and route new cases, as well as escalate issues if problems aren’t addressed quickly.
- Quickly identify support patterns – to prevent long term issues, it is important to spot common issues as they arise, so you can deal with recurring problems
- Comprehensive, editable knowledgebase – while a timely response is vital, it is also key that your reps can quickly find, create or update solutions to common customer problems. Built in knowledge bases can leverage the experience of your senior people, and save others from reinventing the wheel. It can also help you identify when to notify customers preemptively when appropriate.
If you are interested in learning more about CRM for customer service automation and how it can integrate with your business’s strategy, let’s talk.