Customer Case Management

Customer case Management through Maximizer CRM allows customer service teams to effectively track, manage and resolve customer issues; including technical support, billing and returns. Resolve issues faster with easy access to complete account information in one central, easily viewed location.

Benefits of customer case management:

• Create trouble tickets complete with details you can track and search on, including case number, queue, product, category, assignment and more
• Use automatic notifications to escalate cases to the appropriate person on your team and notify them with automatic email alerts
  
• Monitor and respond to ensure every issue is resolved so customer satisfaction remains high
  
• Set up automatic notifications for overdue cases and other critical incidents using Workflow Automationⁱ
• Create cases automatically from an incoming email to a trouble ticket and assign it to the appropriate person
  
• Visualize cases entered, resolved, and abandoned with the Customer Service Dashboard, or on your mobile smartphone, and drill-down for deeper analysis
• Benefit from over 175 standard reports including case assignment, monitoring, billing, plus case category and product analysis. Visualize staff case workloads and analyze to maximize customer satisfaction
  
  

Creating a Knowledge Base with Maximizer CRM

Maximizer CRM Knowledge Base is a searchable online repository of information that enables customer service and support staff to resolve issues faster to keep customer satisfaction high. Staff can access and create Knowledge Base articles directly through Maximizer CRM; while partners and customers can also find answers to questions through Partner Web Access and Customer Web Access. Creating a knowledge base allows fast, easy online access to service and support information, freeing up your resources, while providing your customers with timely answers to frequently asked questions.

Benefits of creating a knowledge base

• Reduce inbound calls by empowering partners and customers to help themselves, minimizing your team’s workload
• Reduce the time required to resolve service cases and trouble tickets
• Avoid duplicating effort by arming your reps with access to updated, detailed product information in the Knowledge Base
• Answer customer issues in a single click with fast keyword searching
• Share successful incident resolutions and product-specific details with other reps
• Improve customer satisfaction with faster time-to-resolution

i Knowledge Base is included with Maximizer CRM Enterprise Edition and is available as an add-on with Maximizer CRM Group Editions.

Customer Self-Service

With Maximizer CRM's customer self-service, your customers are able to login to a web portal that is integrated with your CRM system. Through this web self-service option that provides today's demanding customers with quick access to their online order status and service ticket information, it reduces your team’s workload so they can spend their time in areas where their expertise is required.

Benefits of customer-self-service

• Reduce calls by giving customers and partners the ability to search your online Knowledge Base for product updates and answers to frequently asked questions
  
  
• Improve customer satisfaction by allowing customers to create and check the status of customer service cases themselves
  
  
• Enable customers to check the status of online orders, when used with Maximizer CRM Order Desk

Computer Telephony Integration (CTI)

For sales and service staff to collaborate effectively, capturing details of phone conversations is a critical piece of customer history. With computer telephony integration (CTI), using Maximizer CRM with a phone system maximizes productivity on incoming and outgoing calls.

Computer telephony integration for inbound calls:

• Maximizer CRM detects the caller and automatically displays the corresponding record in the system
• Get immediate access to the client record to review details and simultaneously make notes on the current conversation
• Make inbound call center, sales or service staff more efficient while improving customer satisfaction

Computer telephony integration for outbound calls:

• Improve productivity and call accuracy by never having to manually dial calls again
• Simply select the customer in Maximizer CRM and engage the call directly from there - your staff are ready to sell, service, and keep accurate communications history on that client

To use computer telephony integration with Maximizer CRM:

• Your phone system (driver, hardware) must be enabled for telephony application programming interface (TAPI)
• You must have caller ID service from your phone service provider and hardware that is compatible