Customer Care Automation

AccTech Systems Sage CRM

Your customers are the reason for your organisation’s continued existence and providing quality customer care and maintaining satisfied customers, remains a challenge for every business.  Sage CRM’s customer service capabilities are designed to help you manage and resolve your customer queries and issues efficiently and effectively.

The intuitive Sage CRM interactive dashboard allows customer service users to easily view real-time customer information and resolve their issues effortlessly by employing the escalation features of Sage CRM.

Integration with leading ERP systems gives customer service staff access to back and front-office customer data for a complete 360 degree view of every customer; making every customer interaction more informative and effective. Integrated Sage ERP data can be displayed directly on the interactive dashboard for convenient access and analysis from a single workspace.

  • Effective manage and track each customer case
  • Enables customer satisfaction measurement and benchmarking
  • Increases productivity of customer support representatives
  • Enables customer issues to be tracked and responded to, regardless of who answers the phone or receives the e-mail
  • Ensures issues never ‘get lost between the cracks’
  • Monitors service performance against service level agreements
  • Reduces customer support costs
  • Improves response times to customer service requests
  • Reduces hold times for customers requiring customer support
  • Reduces the average time to resolve an issue
  • Increases the number of queries resolved on first contact rate
  • Leads to decreased number of service escalations
  • Decreases the number of customer complaints received
  • Leads to increased customer retention
  • Leads to decreased cost of customer retention
  • Captures feedback from customers on product/service issues
  • Enables benchmarking/score carding of customer service operations on an ongoing basis
  • Reduces time spent researching issues by recording and centralising customer interactions
  • Enables staff to meet customers’ expectations
  • Identifies profile of most profitable customer to help with making out-bound calls
  • Delivers a single view of relevant and comprehensive information on the interactive dashboard
  • Empowers the customer service team to provide a consistent and excellent service to customers