Finding real solutions quickly when a customer calls? Creating service cases and directly informing the relevant colleagues? Coordinating and monitoring service appointments? Early detection that several customers have already reported the same error?
With SMARTCRM.Ticket, you document and track every process and every request on service, from the first contact to its resolution. You can map the company workflow and the system, e.g., generate automatic warnings when a certain escalation level is reached. Following a service visit, you can document all relevant information in an 8D report directly in the CRM system.
You can manage all tasks and appointments about complaints and repair contracts and evaluate the state of the process, you can also incorporate “soft” factors as the customer feedback. Using a wide range of evaluations, you quickly identify weak points, such as recurring machine or product faults, and remedy them permanently.
The best basis for top service: SMARTCRM.Ticket in conjunction with SMARTCRM.FAQ, the knowledge database with key words search. There you can save the problem descriptions and appropriate solutions recorded in the complaint with a mouse click and are simply quickly in case of incoming queries.
SMARTCRM simplifies our complaint process in the insulation material department, for instance with forms that are automatically filled out and comprehensive evaluation options of the complaints. Thanks to the 8D reports, a better complaint follow-up takes place.Norbert Plettl, CRM project manager at Karl Bachl GmbH & Co KG