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Our customers are using Sage CRM to streamline and improve their customer relationship management to give them a competitive edge and to meet thier on-going needs.
Have a read of some of the ways our customers are using case management succesfully within their businesses.
Dairy Crest had a requirement to be able to manage and easily report on all human resource requests that were being sent into their Customer Service Center from employees in different locations across the UK and replace the individual local office spreadsheet being used to capture this data at the time.
The type of queries would include questions on company maternity procedures, early retirement benefits to how many days holiday do I have this year. The Sage CRM case management module was easily customised to follow defined business process requirements for over 60 different human resource procedures, providing a central repositry of employee service requests and associated documentation.
Musgrave Retail Partners NI had a need for a case management system to centralise all retailer enquiries and complaints that were being recevied within their Customer Service departments and measure satisfaction levels.
Using the inbuilt SageCRM case management module automatic service levels for each call raised are assigned dependant on the query type. Escalation notifications are used to prompt users and teams to update and resolve queries within set timescales. An Absence module has been developed to manage staff holidays and absences so that calls are automatically assigned to another team member and are resolved with the specified SLA. Satisfaction level KPI's are being measured using the SageCRM reporting tool.