On Friday 13th January 2017, David Beard and I presented a 40 minute session to partners and colleagues that looked at the what we felt were the 5 key actions that can be taken within organisation to increase service user productivity. You can find the link to the recording of this session at the bottom of this article.
This was second of our new regular live training sessions that mix how to explain the business and commercial benefits of an fully integrated Sage BMS system with showcasing the technical features that Sage CRM enables within the front office teams.
Previously we have looked at the 5 key actions that Sales teams should take to get the best out of using Sage CRM. In this session we used a case study that followed the progress of a support case and how it can be handled by customer service agents.
Service interactions can originate from a very wide range of sources. We covered how Sage CRM allows you to start the support process from interaction with websites (whether or not you are using the Self Service API), from emails and from classic inbound phone calls.
The important thing that we emphasised was that service teams are also in the business of Sales. Each person in the team may think that their job is simply to solve the customer’s problem, to answer the question or to resolve an issue. They may call themselves a ‘support rep’ or a ‘service engineer’ or ‘customer service agent’. But David and I both feel very strongly that every colleague is in the business of managing the customers overall experience.
We believe that customers want to feel that they were justified in buying your product. They want to feel they made the right decision and they want to feel trust.
It doesn’t matter whether the role of the customer facing after-sales rep is handling a service request, a complaint or managing the return of a faulty item. If this experience is managed well and the customer feels better for having had contact with that agent then that customer is more likely to want to buy from the company, to trust your recommendations and to then recommend the company to other potential customers.
David looked at a real life study at how the use of Sage CRM had transformed the way in which an existing Sage BMS customers interacted with their own customers.
This session covered some really interesting ideas and provided practical examples of how real businesses can benefit from leveraging the different Sage CRM modules (sales, marketing & service) within their existing Sage BMS (accounts or ERP) solutions.
I encourage you to follow the link below and hopefully you will pick up some worthwhile tips.