Help Desk and Support Ticketing with RedHorse CRM
Empowering your Customer Service and Support Staff
By managing, synchronizing, and coordinating all customer interactions across all channels, including telephone, e-mail, fax and Internet, your company has the information required to deliver world-class service and generate additional sales. RedHorse CRM provides an integrated system that not only allows employees to track service communications, including those with outside sub-contractors and vendors, empowering your entire customer serive team, with the comprehensive overview needed to improve customer satisfaction, reduce churn and maximize revenue and profitability.
Reducing Cost and Support Time
The key to providing outstanding customer support is resolving customer inquiries quickly and accurately. RedHorse CRM enables your support personnel to work efficiently by providing a complete help desk system that tracks inquiries and issues, as well as an integrated support knowledge base with keyword searches.
Complete tracking of customer history, likes and dislikes as well as case life-cycle provide a full picture of each customer, resulting in your ability to provide better support in less time. Track contracts and Service Level Agreements (SLAs) and create Return Merchandise Authorizations (RMAs) directly in RedHorse CRM.
The RedHorse CRM external data functionality allows for integration with web-based Self-Service tasks that can provide clients with Internet knowledge base search as well as ticket submission and review for self-service support resolutions. Anytime access improves customer satisfaction while reducing support costs.
Business Processes and Automated Work Flow
RedHorse CRM provides advanced Business Intelligence features with Work Flow Process automation to handle routing, load balancing, escalation, automated response, and even ticket updates and deletions automatically. By automating labor-intensive processes, such as routing and responding to support tickets and notifying customers of soon-to-expire SLAs, support representatives can focus on providing faster responses and more personalized service, improving customer experiences and profitability.
Automatically convert incoming e-mail messages into support tickets, including attachments. RedHorse CRM ticketing work flow rules can then search the tickets for keywords and be programed to automatically respond and/or load balance them amongst qualified support representatives.
Management Analysis and Tools
RedHorse CRM provides managers with the tools necessary to review and analyze every aspect of the service cycle. Managers can access reports analyzing appropriate use of staff and resources, including the costs associated with each support incident. To ensure timely resolution of all open issues, managers can customize automated alerts, redirecting and escalating follow-up with the appropriate support personnel. Managers can also update the support knowledge base as a result of past calls and resolutions.
The RedHorse CRM Dashboard can be used as a fully customizable information snapshot that provides real-time graphical views of support ticket information. The Dashboard provides valuable workload information and can alert decision makers about potential problems and operability trends within an organization.
RedHorse CRM - Fully integrated software for maximum efficiency:
RedHorse CRM is a fully integrated solution that covers all aspects of your business, including, marketing automation, lead generation and tracking, quoting, sales, order entry, contact relationship management, help desk, ticketing, project management, surveys and analysis, RMAs and more. The strength of the product lies in its non-modular design that enables you to enhance your business productivity significantly without ever having to purchase and integrate separate third party software applications. With RedHorse CRM, you get a powerful yet affordable 'all-in-one' small business management software solution right-out-of-the-box!
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