SAGE CRM has improved both our overall customer service in this particular area, but helping to automate email notifications, resulting in less client chasing of a case and also giving the client visibility on who is dealing with their case or issue and the expected time-scale for completion.
The ability to do self service and raise a case on our website enhanced our customer service image, but more importantly meant that clients completed all the key details when filling in a request. So. whilst clients liked the 24 X & capability to log a case, once we deal with it, we often has a lot more useful information and were many times able to close the case quicker.
In addition, maintaining the focus on Customer Service, the ability to create Solutions with common fixes has meant that first line staff can search for a Solution first, closing the case quicker before the need in many cases to escalate to a 2nd Line consultant. The best example of this is that I myself had a Customer Call one Christmas Boxing Day (26th Dec.), a Bank Holiday in the UK, but client had my mobile. Luckily, although, I was at my in-laws, I could dial onto SAGE CRM, then checked for a solution and was able to help the customer restart their own 24 x 7 service.