Acquiring new customers is much more expensive than selling to existing ones. With SugarCRM customer support, companies have the confidence that customer cases will be handled quickly and effectively. SugarCRM customer support centralizes customer service requests across channels to allow companies to diagnose bugs, share knowledge, assign and escalate customer issues to resolution. Better customer support with SugarCRM drives repeat sales and lasting customer relationships.

Impact

• Centrally manage and share all customer service issues
• Understand frequency of incidents to improve product quality
• Share information across individuals and teams
• Measure the responsiveness of customer support

Case Management

SugarCRM case management centralizes the service history of each customer, allowing for a detailed view of customer requests and responses. Case management metrics allow managers to monitor how cases are handled and to escalate issues to ensure customer satisfaction.

Impact

• Gain a complete view of customer service request history
• Escalate unresolved issues before they become large problems
• Monitor the effectiveness of case responses

Bug Tracking

Effective service organizations resolve customer problems quickly and recycle feedback from customers into the next generation of product. With SugarCRM bug tracking, companies gain a complete view of product problems, their frequency and the effort needed to resolve the problem. SugarCRM bug tracking not only ensures that customer problems are solved, but that products are improved.

Impact

• Ensure all customer cases are managed based on priority, status and category
• Identify and prioritize customer problems
• Assign incidents to employees based on availability, expertise or account relationship

Knowledgebase

The SugarCRM Knowledgebase helps customer support and engineering teams to better manage and share structured and unstructured information. Knowledgebase allows user to create frequently asked questions (FAQs), manage files, and search and rate content – all in an easy-to-use interface.

Impact

• Allows users to create searchable content through full-text search, tagging, categorization and approvals.
• Manages the content staging process so new material is reviewed by a manager who approves and posts the content.
• Includes authoring, posting, and rating of FAQs for internal and external viewing.

Issue Escalation

Not all customers are created equal. SugarCRM issue escalation makes sure people are allocated to solve the most important problems for your most important customers first.

Impact

• Escalate issues to individual users or teams
• Serve your best customer first by defining escalation based on account
• Measure how issues are resolved across individuals and teams

CRMWorks Asia Customer Care is flexible, integrated and easy to use customer support solution that helps your service operations run more smoothly. By integrating SugarCRM with your business technology, business processes, and your existing databases, we provide you with a complete view of the customer at every point of contact. Using our SugarCRM interface, our customer care offering intuitively enables you to make the most of each customer interaction. CRMWorks Asia Customer Care can:

• Help ease customer frustration through effective call and email management that eliminates long hold times, multiple transfers, abandoned calls, unanswered email messages and the need to repeat information.
• Balance workloads by recognizing bottlenecks and identifying effective resources for improved productivity and customer satisfaction. Help control customer support costs while improving service work smarter with the resources you have, supported by more efficient routing, faster problem resolution, and better information sharing.

Help to lower your total cost of ownership (TCO) by leveraging existing IT infrastructure investments and reducing training costs.