For Customer Service and Support
How can we Improve satisfaction levels to keep customers loyal and our relatioships with them profitable.

Today's customer service and support representatives and managers are faced with increasing challenges. Companies want to leverage their existing customer base to cross-sell, up-sell and drive repeat business, but in order to do this, post-sales service representatives have to keep customers satisfied. Maximizer Enterprise 8 helps you dramatically increase productivity levels in order to service more customers faster.

	Maximise your resources and watch rep productivity soar.
	Solve issues faster with access to complete account information in a central location, sorted effectively so you don't have to waste your time searching for phone notes, e-mails and staff notes.  Effectively track, manage and resolve all your post-sales customer issues, including technical support, billing and RMAs. Create customer service cases complete with details you can track and search on, including case number, case queue, product, category, assignment and more.

	Keep customers satisfied, loyal and profitable.
	Make sure no customer issue slips through the net by tracking case assignment and escalations on each customer service case with automatic e-mails to alert reps of new assignments.  Using Workflow Automation, receive automatic notification of overdue or unassigned cases to ensure customer satisfaction remains high.  With the increased speed at which customer service reps can search, handle and resolve issues, your reps can take more calls per hour, meaning less time in a phone queue and faster service for customers.

	Monitor rep productivity to ensure customer satisfaction remains high.
	Instantly view all overdue cases by rep, including elapsed time, priority level and status to ensure total customer satisfaction.  Analyse customer service cases by product, category, queue and more.  Create customised reports to gain further visibility into your reps and cases with best-of-breed business intelligence reporting tool, Crystal Reports, included with every Maximizer Enterprise user.

	Escalate cases and notify the right people.
	Ease customers' worries by escalating issues to senior representatives and send an automatic notification.  Keep account managers in the loop of case escalations with automatic e-mail updates so they can manage their accounts effectively and know when to next call on their important customer.

The power to cross-sell and up-sell.

Eliminate data duplication and errors between a service or helpdesk solution and a sales force automation tool. Share one interface and one central customer list between your department and marketing and sales so you have an accurate and current picture of customer activities - no matter where your sales and service teams are located.  See all the activities in the account record, including campaign activities and sales opportunities in progress to know which additional products and services to sell.

	Enable customer and partner self-service to reduce workload.
	Reduce calls to reps by enabling customers and partners to search your online Knowledge Base for answers to frequently asked questions and product updates.  Customers and partners can even service themselves by checking the status of their cases directly on your website through the secure Customer Portal or Partner Portal i.

Create automated processes and reap the rewards of timely information and follow-up.

Monitor and respond automatically to critical business activities with Maximizer Enterprise Workflow Automation to ensure that no customer or enquiry slips through the net. For example:  When more than four customer service cases are entered for one customer in a given week, send an alert to the customer support manager and the appropriate account manager.  Monitor incoming e-mail and automatically create customer service cases based on intelligent tracking of content.

	Ensure service level agreements are renewed on a timely basis.
	Make sure customers get the support they deserve by tracking service level agreements (SLAs) and due dates so you can send renewal reminders.  Using Workflow Automation, send automatic batch e-mails to customers, notifying them of agreements which are about to expire.

	Resolve issues faster with a central repository of information in a Knowledge Base.
	Many customers ask the same questions and have the same issues. Avoid duplication of effort by arming your reps with access to updated information and documents in the Knowledge Base. Answers to their issues, whether it's information on recalled products, FAQ, or information on an internal process, are a click away with fast keyword searching.

i Customer Portal and Partner Portal functionality available only in Maximizer Enterprise eCRM Suite.