Benefits of Sage CRM to the Customer Support Executive:


Name: Amanda Hughes

Title: Customer Support Executive

 Amanda Hughes is responsible for ensuring that customers receive an adequate level of service at all times; responding to information requests, handling and resolving customer complaints and updating and maintaining all this information in the organization’s system.

The intuitive Sage CRM interactive dashboard allows Amanda to easily view real-time customer information and resolve their issues effortlessly by employing the escalation features of Sage CRM.

Sage CRM provides Amanda and her colleagues with the ability to record customer queries/incidents which need to be followed-up. If a case is not followed-up within the time allocated, it will automatically trigger an escalation procedure to inform her manager. This ensures that customer cases are attended to in a timely manner and that issues do not ‘get lost between the cracks’. Cases can be tracked and actioned directly from the interactive dashboard without the need to switch between screens, enabling Amanda to get more done every day.

Additionally, integration with their Sage ERP system (Sage 300 ERP / Sage 200 Suite) gives Amanda access to back- and front-office customer data for a complete 360 degree view of every customer, making every customer interaction more informative and effective.

 Benefits of Sage CRM to the Customer Support Executive:

  • Enables customer satisfaction measurement and benchmarking.
  • Assists with performance management and motivates staff.
  • Captures feedback from customers on product/service issues.
  • Ensures issues never ‘get lost between the cracks’.
  • Reduces time spent researching issues by recording and centralizing customer interactions.
  • Enables customer issues to be tracked and responded to, regardless of who answers the phone or received the e-mail.
  • Enables staff to meet customer’s expectations.
  • Identifies profile of most profitable customer to help with making out-bound calls.
  • Improves response times to customer service requests.
  • Ability to multi-task to service customer calls while accessing multiple resources for solutions.
  • Reduces hold times for customers requiring customer support.
  • Reduces the average time to resolve an issue.
  • Increases the number of queries resolved on first contact rate.
  • Leads to decreased number of service escalations.
  • Decreases the number of customer complaints received.
  • Extends customer service through 24×7 self-service options.
  • Enables benchmarking/score carding of customer service operations on an on-going basis.
  • Leads to increased customer retention.
  • Leads to decreased cost of customer retention.