• View all customer interactions across your customer-facing departments in a single, easy-to-use interface within Sage SalesLogix customer service software.
• Locate resolutions to customer issues quickly and easily so you can provide high levels of service and support with Sage SalesLogix SpeedSearch.
• Know your customers’ history so you can provide greater levels of service when they call.
• Understand purchase history so you can up-sell and cross-sell.
• Integrate with back-office solutions, such as accounting software, so team members have access to vital information such as order history, payments, open invoices, inventory, and shipping information.

• Gain a deeper understanding of your team’s performance as well as service and support levels using reporting and advanced business analytics tools.
• Quickly analyze ticket volume and trends within the customer service software to assess your customers’ experiences.
• Create reports to understand call turnaround times, follow-up statistics, escalated tickets, unresolved tickets, and much more—so you can take action fast.

“Sage SalesLogix drives efficiencies in our business by enabling us to contact our customers more effectively, coordinate our resources efficiently, and communicate information quickly. Overall, Sage SalesLogix is key in our commitment to delivering exceptional customer service."

• Leverage ticket management tools within the customer service software to boost customer service and loyalty.
• Create tickets and assign status, urgency, and more to ensure critical issues are handled quickly.
• Schedule follow-ups, to-dos, meetings, and phone calls on open issues.
• Track service contract details, such as service level, price, and time or dollars remaining.
• Automatically assign tickets to the appropriate resource based on area, skill, etc., from your customer service software.

“The industry standard for customer service/ support call response time in our industry is 2 hours. We consistently beat that mark with our average response time of 1 hour and 23 minutes. Sage SalesLogix is supporting our growth track. It allows us to automate rather than hire additional staff and it helps us maximize the value of every opportunity.”

• Create, monitor, and resolve defects and returns using customer service software capabilities to ensure high levels of service.
• Track defect details including ID number, severity, priority, status, problem type, description, and source.
• View associated tickets, returns, attachments, and asset information in the customer service software.
• Use return management tools to create, assign, update, and monitor returned assets so returns are processed efficiently.

“Because Sage SalesLogix delivers up-to-the-minute information, the customer service experience turns out positive, even if there’s a perceived ‘negative’ reason for the call. We know the exact status of that person’s account and how to help them.”

• Empower your customers to get support they need 24/7 with the Sage SalesLogix Self-Service Web Portal—improving your customer’s experience and reducing service and support costs. Customers can view, add, or edit tickets and submit comments and attachments via the web.
• Automatically distribute tickets to your service and support reps based on criteria you define.