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Talk about choices! There are literally dozens of help desk and CRM solutions available today, though identifying and evaluating each one can be a daunting task. We've selected those few we believe represent the best value in each of their respective categories, from the very basic (and very affordable) entry-level tools, to the very scalable (and more expensive) enterprise-grade tools.
However, before embarking on a help desk or CRM project, we recommend asking the following questions:
- What business requirement is driving my need for a help desk or CRM solution?
- What specific and measurable benefits do I expect to gain?
- How quickly do I need a solution deployed?
- How much software customization will be required?
- What level of integration with other systems and external data do I need?
- How scalable does the solution need to be?
- Will my organization need to use this solution across multiple locations?
- Will users need access while traveling, working at a client site or telecommuting from a home office?
- What are my organization's security and privacy requirements?
- Will my internal IT support staff be able to effectively support this solution?
- Do I want to own this solution, or lease it from an applications service provider (ASP)?
Our portfolio of solutions was specifically selected to provide the following benefits:
- Increase Customer Satisfaction and Retention
- Track Patterns in Customer Needs
- Recognize Recurring Opportunities for Creating Additional Revenue
- Identify and Eliminate Common Customer Support Issues
- Eliminate Penalties for Late Services or Inappropriate Services
- Reduce Overall Cost of Customer Service
- Improve Overall Call Center Efficiency
Each offers the following features:
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- Customer-Centric Comprehensive Case History Management and Contact Management
- Searchable Knowledgebase
- Receive, Categorize, Prioritize, Route, Assign and Track Customer Service Requests
- Autoresponse/Autocreate Email Services
- Field Service Personnel Dispatching Services
- Service Contact Management, Preventative Maintenance, Depot Repairs, Parts, Logistics and Inventory Management
- Automated Purchasing, Receiving, Configuration and Deployment
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- Internal and External (Customer Premise) Asset Management
- Automated Order Processing, Provisioning, Customer Notifications, Shipping, Invoicing and Receivables
- Service Level Agreement (SLA) Management
- Automated SLA Escalations and Notifications
- Time Tracking and Metrics Capture to Refine Recurring Service Event Estimates
- Customer Data Mining and Analytics
- Business Management and Technical Reporting
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