Sage Saleslogix

Gain insight into team performance

• 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.

Manage tickets and service contracts effectively

• 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.

Track and manage defects and returns

• 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.

Provide customers with convenient self-service options

• 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.