Service/Support

Most organisations realise that effective customer service occurs when customer and product information is visible to everyone in the organisation and when everyone has input into customer response handling. It is only when the support department can access customer service logs AND see previous meetings and conversations that have taken place by the sales team that an effective and accurate customer interaction can take place.

The same applies when the sales and marketing teams are contacting their customers. What support calls are outstanding? How happy is the customer? Do they have a recurring problem with a product? Is there an opportunity to up sell?

The Achiever CRM Helpdesk solution addresses the wider corporate need by combining the knowledge gathered from all departments into one enterprise wide information system.

SLA Agreements / Contract Maintenance / Support
Achiever recognises that every organisation's customer service needs are different. Whilst the general theme is the same each has a different working practice and procedures.

Achiever includes 'SoftForms' that enable an organisation to 'build' their own solution using simple 'drag and drop' screen builders. Although the solution is a packaged product that works 'out-of-the-box', existing screens can be redesigned.

Whether an organisation is providing Service Level Agreements (SLA) where support contracts govern the response speed or Contract Maintenance where third party companies may need to be involved, Achiever CRM Helpdesk can be customised to suit.

The Customer View
Implementing a help desk solution into an organisation is one thing. Sharing customer knowledge with other staff is another.

Combining the customer service department knowledge with the rest of the organisation will help build better customer relationships and enforces and retains more loyal customers.

Achiever CRM's client screen presents customer, prospect and supplier details together with all activities including, outstanding complaints, support call history, sales visits, quotations, telephone conversations, invoice history, credit status details and so on.

ONE view of the customer from ONE common application even if the data is held in one or several different applications across the organisation.

Call management
Each support operative can see their calls that are outstanding or have been completed. Alerts can be defined to ensure outstanding issues are brought to their attention. Calls can be prioritised and escalated if necessary to a supervisor to help deal with issues based on rules that the organisation can define.

Web-enabled Support
Many calls could be dealt with more efficiently using a web site where customers can log support calls and submit their issues. Achiever includes an eBusiness solution called Achiever eServer that takes these support calls and inserts them directly into an organisations Helpdesk solution. Achiever eServer can monitor the status of the issue and automatically keep the customer informed of the progress at predefined intervals without any operator intervention. Alerts can be configured so that key people can be informed of issues that are not being resolved or the sales team member that services the customer can be notified via email.