Scottsdale, Ariz. September 27, 2004 Best Software (Company
Profile, Past
Stories, Case
Studies) today outlined key elements of SalesLogix Customer Service, a new component of the integrated SalesLogix 6.2 CRM Suite, for small to medium-sized businesses that want to interact more productively with customers. The powerful new tools in SalesLogix 6.2 use a service ticket workflow design that allows all customer-facing employees to quickly track and resolve customer issues and requests. Service tickets are associated with SalesLogix accounts and contacts so all users can capture and view critical data, increasing departmental effectiveness and customer satisfaction.
"Companies that start out as single application CRM users are quickly understanding the advantages of using an integrated suite. That's certainly the case for companies coming to grips with their service requirements," noted Denis Pombriant, managing principal, Beagle Research. "Adding customer service to SalesLogix 6.2 is a positive move by Best Software that further rounds out the functionality of its solution for users."
SalesLogix Customer Service also includes enhanced SpeedSearch capabilities that allow users to quickly find issue resolutions by performing advanced keyword searches within the SalesLogix database or other company knowledge resources including manuals and white papers. Resolutions can be automatically populated into corresponding service tickets with one click and archived in a knowledge base for future use. A Web customer portal option further empowers customers to view, add or edit their support requests online.
"SalesLogix Customer Service is improving our customer response workflow," stated Lorie Goudie, director of customer support for Tarantella. "We have three global support groups and our ability to assign and route service tickets to different locations, as well as retain records of all customer interactions, has improved significantly. Our product demo and sales activities are now combined with the customer service function, making all account information easily available to any team member who needs it. We also benefit daily from SpeedSearch capabilities and plan to implement a Web customer portal as our SalesLogix implementation expands."
SalesLogix Customer Service incorporates a full set of customer tracking, scheduling, issue resolution and reporting features including:
Service Ticket Management Track ticket ID and status items, schedule follow-up activities and record correspondence history to quickly resolve customer issues and deliver a high quality customer experience. Tickets can be automatically assigned based on region, employee expertise or other levels of prioritization.
Service Contract Management Manage service level authorization, pricing and renewal information to maintain and grow service revenue streams. Punch in and out automatically to track time spent with individual customer service tickets.
SpeedSearch and Knowledge Base Locate resolutions to customer issues by searching prior tickets, attachments, online reference material and notes, among other document types, to improve response time and customer satisfaction. Responses can be easily archived in a knowledge base for future reference.
Web Customer Portal Help customers help themselves, and reduce administration costs, by encouraging customers to submit and review tickets online or search a knowledge base.
Notification and Alerts Receive alerts when predetermined service conditions are triggered to manage accounts in a timely manner. Notify management of overdue or escalated issues and alert team members to expiring or renewed contracts.
Back-Office Integration Access data from leading accounting applications including credit status, accounts receivable, payment and shipping information, inventory and pricing to quote accurately and expedite information requests.
Reporting Measure call turn-around time, first-call resolution percentage, escalation history and unresolved issues to benchmark and improve customer service.
Configuration and Synchronization Grant user permissions for ticket modification and configure e-mail workflow, escalation conditions and notification routing to customize for unique business processes. Synchronize rapidly to work offline or online over a network or the Web. Access customer data in the field using wireless phones and receive alerts instantly via e-mail, fax, pager, PDA, phone or Web browser.
SalesLogix 6.2 CRM Suite
SalesLogix is the CRM leader for small to medium-sized businesses that require flexible, easy-to-use solutions to help acquire, retain and develop profitable customer relationships. SalesLogix 6.2, introduced in August, delivers integrated sales, marketing, customer service and support automation solutions that adapt to an organization's unique customer acquisition, retention and development processes.
With more than 6,000 customers, SalesLogix has garnered accolades for its ease of use and high levels of end-user adoption including the 2004 SMB CRM leader award from CRM Magazine.
SalesLogix 6.2 is available through the Best Software Mid-Market CRM channel of over 450 business partners starting at $795 per user for Standard CRM. SalesLogix Customer Service ships standard with the SalesLogix 6.2 CRM Suite. For more details, visit www.saleslogix.com.
About Best Software, Inc.
Best Software offers leading business management products and services that give more than 2.3 million small and mid-sized customers in North America the insight for success throughout the lives of their businesses. Its parent company, The Sage Group plc (London: SGE.L), supports 4.3 million customers worldwide. For more than 25 years, Best Software has delivered easy-to-use, scalable and customizable applications through its portfolio of leading brands, including Abra, ACCPAC, ACT!, BusinessVision, CPASoftware, FAS, MAS 90, MAS 200, MAS 500, MIP, Peachtree, SalesLogix, Timberline, among many others. For more information, please visit the Web site at www.bestsoftware.com/moreinfo or call (866) 308-BEST.
© 2004 Best Software, Inc. All rights reserved. All other brands are trademarks of their respective companies.
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