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What are top crm systems that include customer service management?
We are trying to create a short list of crm systems to meet our needs. We need one that includes customer service management. Suggestions?
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4 Answers
Ben,
Besides those mentioned above check out SalesLogix CRM by Sage Software, they have a great Ticketing system, including RMA, Defects and a Customer Service Portal which comes with Speed Search capabilities. Their ticketing area includes auto assignment, escallation, and the like.
Lance Meacham
www.RockyMountainCRM.com
All the systems listed in http://www.focus.com/ugr/research/crm/how-pick-right-crm-helpdesk-bpm-vendor include customer service management.
Of this group, the vendors that really focus on customer service are Right Now Technologies and EnterpriseWizard. (Remedy is still a contender but their technology is looking rather dated now). However, all vendors listed in this paper have some kind of customer service module so you can simply follow the process described in this paper to pick the best one for your needs.
If you are a B2B company, you will probably need sophisticated functionality like multi-level SLA support, customer satisfaction surveys, timer-based escalation rules that are driven by complex criteria, automated issue re-assignments, etc and these really stretch the limits of some CRM systems. So ask potential vendors for a demo that proves they can do exactly what you need before you buy.
If you are B2C, your needs are probably a lot simpler and there are a lot of helpdesk/customer service products listed at www.helpdesks.com. Many of them, such as PerlDesk, are very inexpensive.
Microsoft Dynamics CRM has full Customer Service Capabilities out of the box. Deals with Contacts, Accounts, Service Cases, Service Scheduling.
Dynamics CRM 4.0 has a full Knowledge base and inbuilt Queue system for agents and inbound email handling. Is integrated with MS Outlook and can be used over the Web.
Ignore it at your peril.
Right Now Technologies have an excellent product. SalesForce and Amdocs are two vendors that have excellent functionality and repuations. If you can provide more specifics on what your exact needs are you may get some more useful advice.
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