Client E

Our client runs a customer service department within a large organisation and wanted to track calls and progress them through to solution.

Solution

Running a company is as much about customer satisfaction as it is about sales. In order to deal with clients in an after sales situation both effectively and professionally, a facility to track and plan solutions is vital. This department needed the facility to send letters and in some cases money off vouchers to unhappy clients. Templates were created in Act! to facilitate this easily together with the necessary envelope.

The department also uses fax and email where available and again this was setup within Act! All communications were recorded and files attached for future review.

In addition we were able to set up the telephone system to recognise the caller and automatically pop-up the contact on the screen. This enabled the department to swiftly overview the client notes almost before the phone was answered. Being aware of the client meant that the caller realised they were dealing with an informed and professional company and in most cases lost any anger that had driven them to make the call.

A satisfied client is a more loyal client and a successful solution builds the reputation of a company.