CRM Solution Software

CRM Software Solutions

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CRM software blueprint
An Executive's Guide to CRM Software

Customer Support Systems Benefits for Support Managers

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Customer Service Representatives (CSRs) are not the only beneficiaries of new technology customer support systems. Customer Support Managers gain major benefits from the organization, automation, and information delivered by on premise or hosted customer service systems. One of the most frequently cited CRM system managerial benefits is achieving a bird’s eye view of the entire support organization and every situation using dashboards, alert notifications and graphical reports. Many systems color code issues by severity, stage of resolution, and knowledge level required for resolution. A support manager can glance at a screen and immediately recognize urgent problems and delegate activities to the appropriate staff. This enterprise wide visibility results in increased oversight, greater adherence to policy and ultimately improved customer approval ratings.

The consumer today expects 24x7 support and service. This is a challenging scenario for customer support managers who must schedule employees according to multiple shifts, locations and skills while considering fluctuating variables such as promotions, peak periods or seasonality. To facilitate support departments which encounter the complexity of scheduling customer service representatives, many commercial software systems on the market provide scheduling modules where the input of fixed and variable constraint factors are applied to employee preferences and then suggest optimal scheduling. This provides a big benefit for managers in certain industries such as the service sector by freeing the time that would have been spent on scheduling to focus on other more productive areas. Self service capabilities also offer a tremendous aid, however it is important to recognize that they are not a replacement for live staff but instead an additional channel to compliment knowledgeable staff.

The majority of customer service software solutions on the market today offer multi-faceted and intuitive reporting capabilities. Many of these utilize drag and drop ease of use and on the fly data manipulation. A call center manager can track problem areas in terms of employees and resolve issues before they become catastrophic. A CSR repeating the same mistake, or failing to improve issue resolution time relative to the rest of the support team for example, can be assigned to remedial training or additional coaching.

The tweaking or optimization of escalation factors to reduce deviations or maximize resolution time can reduce client complaints and significantly improve a call center or help desks overall performance. Since the service manager’s job performance relies on the division’s achievements, this is a major managerial benefit and more closely aligns the managerial and customer support staff objectives.

For product oriented organizations, where inventory is involved and a returns management module is used by call center staff, the service manager incurs added complexity. Again, with real time information viewing of key work processes and deviations along with graphical reporting capabilities, the executive in charge can achieve at a glance views and make more informed decisions. This is a major plus for the company’s inventory planning and a major aid in the continuous process improvement cycle.

Until recently, on-demand or hosted customer support systems lacked the depth of functionality, integration of VOIP (voice over IP) and IVR (Interactive Voice Response) and more advanced capabilities such as knowledge bases. However, in only the last two years, hosted and software as a service (SaaS) customer support systems have advanced dramatically and now often meet or exceed the sophistication of legacy information systems.

 

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CRM Introduction Real World CRM Executives Guide to SFA Marketing Automation Customer Support
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