A call comes in. Your client is unhappy. Your junior receptionist jots down their name and number on a piece of paper. The phones are busy so she takes five other calls, then goes to get coffee, answers her emails, scrolls through her phone’s feed, and then remembers the paper. Which the cleaning staff have thrown away when tidying up. The call is lost. Just like your customer.
For example, an IT helpdesk that fields internal computer and software queries from staff. A call comes in, and a ticket is opened. The staff member’s details are already in the database, so populating the fields is free from error and quick to do. A technician is assigned to the ticket, the call is ended, and both the member of staff and the technician receive a notification with the service ticket number. All follow-ups, escalations, resources and resolutions thereafter are then added to the ticket. Every time that staff member calls in the future will provide their full history of previous problems and solutions at the call centre’s fingertips, allowing them to respond quicker and more efficiently.
Personalised care, at the touch of a button.
With a customer service manager, you can manage the resources, products, and services that your business offers, such as field service, contracting, job cost management, preventative maintenance, property management, vehicle services, equipment servicing, or customer support.
It helps you save time, reduce expenses, track profitability, increase productivity, and most importantly, improve customer satisfaction. Businesses of all sizes and types can benefit from customer service platforms - from multinational enterprises supporting millions of other companies in multiple languages to small consumer businesses that need to respond to customer inquiries quickly without hiring an army of support personnel.
Here are some key benefits of customer service manager solutions
Customer service software is good for business
By automating all routine tasks, a good customer service tracking software will ensure your focus remains on responding to customers.
For corporates and enterprises
The ideal customer service solution for enterprise businesses is one that allows for customer support at scale without compromising on personalisation. It also needs to encourage collaboration across various departments.
Why CSM needs ERP
An ERP system is an application that unifies business data to give key stakeholders the integrated information they need to do their job better.
However, not all ERP systems come with customer service management (CSM) capabilities. While integration to 3rd party software is often supported, many solutions need to be added on at an additional cost per module.
BOS ERP offers in-built, integrated CSM functionality that gives your support agents the power they need to deliver exceptional, personalised customer service. With inbuilt ticketing capabilities, communication tracking, reporting, customisation and project management, BOS ERP brings your entire business’s back office and front office data into one system.
Good customer service management software is as good as having another employee on your team. You can do so much more, at a faster rate, and a better quality output.
The moment your client base grows to a point where you can't keep up - or worse, you're making costly mistakes - it's time to bring in software assistance.
A customer can be internal as well as external. Your internal call centres are as important as your inbound sales and support call centres. There are many channels through which customers can reach your support agents.
What to look out for in a customer service management solution
When considering investment in a CSM solution, there are several core elements that need to be present.
Ideally, the CSM should speak to your existing ERP or business systems so that your support agents can get clarity and context to your customers’ queries.
The most seamless solution is to find a CSM application that is already part of an ERP system. ERP solutions like BOS ERP integrate back office and front of house transactions and data into one, unified system.
These core features are essential to an effective platform.
2. Communication tracking. This functionality allows conversations between various departments involved in the ticket to be stored and tracked on the same ticket. Features can also include:
3. Shared project management functionality. Team members can collaborate and track projects with the help of project management capabilities. This ensures everyone is aware of the tasks and status at all times and eliminates double-responses.
4. Customer tracking and reporting. Your CSM solution should send daily updates to your customers as well as to managers on open, past-due, and updated tickets. you can analyse customer history, behaviours, and service metrics. This reporting is essential if you hope to measure efficacy and productivity as it gives clarity on how many tickets are opened, when those tickets are managed, and how satisfied the customer was with the experience. Ideally you’d like to see this in a graph and automated report.
5. Customisation. Enterprise support software allows for customisation of your helpdesk to make it a continuation of your brand and make their support experience seamless. Some free customer management apps allow for configuration, however customisation is usually a paid-for feature well worth investing in.
Conclusion
If your support team is drowning in queries, frustrated by slow, outdated systems, and delayed by the drudge work of manual admin, it is time to upgrade your business software.
An integrated CSM and ERP solution is the way forward to ensure your teams have the tools they need to make your customers happy, protect your brand, and to give yourself a fighting chance in a highly competitive landscape.
Teams across the world rely on QuickEasy BOS - not only to support their processes and give them freedom to do more, with less - but for service management, ticketing, and reporting. Cloud-based, scaleable, highly flexible, and affordable, BOS ERP provides CSM capabilities in an easy-to-use platform that makes customer service manageable, and the delivery of outstanding customer experience achievable.
