Customer Service and Support
SugarCRM's Case Management module provides the ability to manage customer problems, issues, or requests in a timely and controlled fashion on a central platform. Sugar customer support centralizes customer service requests across channels to allow companies to manage inbound emails, diagnose bugs, share knowledge, and resolve customer issues. Sugar CRM system can automatically escalate cases and send alert emails to managers based on customisable rules. In addition, the Customer Self-Service Portal also allows more efficient management of customer cases. The Bug Tracker module allows companies to manage and track the progress of outstanding issues or feature requests.
- Effects
- Allows companies to centrally manage and share all customer service issues.
- Helps understand frequency of incidents to improve product quality.
- Shares information about issues and resolutions across individuals and teams.
- Measures the responsiveness of customer support.
- Helps managers supervise and, when the case warrants, intervene in support cases to ensure good level of services.
- Keeps a complete record of case history for billing or account management purposes.
- Helps companies manage progress of defects of their products or feature improvement requests with their own product development teams or with manufacturers, thus expediting product development cycles.
