Customer Service

GoldCRM CRM Support™ Features
  • Advanced interaction and trouble ticket management capabilities that allow agents to quickly provide solutions to customer issues
  • Visibility into customer account information, site configuration information, and contract entitlements
  • Access to problem solving tools such as knowledge base solutions and decision/troubleshooting scripts with optional Script Manager tool
  • Ability to record the customer part and failure information to enable root cause analysis
  • Automatic SLA creation based on product or site based contract entitlements provides agents with visibility to service deadlines
  • Proactive notification of upcoming deadlines and customer commitments increase attainment of service levels
  • Workflow management and ownership model insures that all customer issues are visible to the organization and that no issue is left without a responsible agent
  • Configurable rule manager process to automate escalation and notification based on configurable business rules
  • Hierarchical case/subcase or parent/child case functionality allows for the division of complex tasks among different parts of the organization or monitoring of related issues.
  • Preventative Maintenance functionality for automated creation of cases and scheduling of dispatches
  • Seamless integration with Contracts for visibility into customer contract information, entitlements, SLAs, parts pricing, and labor picing
  • Seamless integration with Dispatch Advisor for real time scheduling of customer appointments