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Sage SalesLogix
NEWSLETTER
Volume 6 Issue 2,
May 2008 |
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Sage Software offers free Web
seminars designed to help you
better manage your business.
Current offerings include:
Alerts and Critical Business NoXX -
tifications with Sage SalesLogix!
For the current Sage SalesLogix
Webcast schedule or to register
Click here. |
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Preserve Customer Loyalty
With Superior Service And Support |
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| Top-notch service and support helps
keep your customers loyal. |
In an overcrowded marketplace, more and
more companies are competing for the same
customers. This makes retaining the customers
you have more important than ever before,
and one key to retaining them is providing excellent
customer service. Your service and support
needs are no doubt very specific
depending on the products
or services you provide.
The service and support features
of Sage SalesLogix can
be applied to a wide variety
of industries. Utilizing Sage
SalesLogix, you have the
tools to provide superior levels
of customer service, increase
customer satisfaction,
and preserve your most valuable
asset - your loyal customer
base.
Service And Support Tickets
Tickets, a core component of Sage SalesLogix,
are used to enter and track detailed information
about a customer issue. You can record the status,
nature, and urgency of an issue. You can assign
action items to various team members, and
schedule future calls or meetings to ensure that
you meet your customers' expectations. Scheduled
meetings and e-mail threads are fully integrated
with Microsoft Outlook to streamline
workflow.
Tickets can automatically be assigned to the
appropriate resource in your organization based
on job function or skill set, and time spent researching
and resolving an issue can be tracked.
Once a ticket is resolved, the resolution can be
archived in a knowledge base. In this way the resolution
can be used to solve similar customer issues
quickly in the future.
Service Contract Management
With Service Contract
Management you can
track contracts with your
customers including details
such as service level,
price, and time or dollars
remaining. You can check
to see if specific services are
authorized on a particular
contract, and log any issues
against a contract. Tickets
can be associated with
contracts so that activities
performed on a ticket will
update the balances on the service contract. You
can even track the time your service staff spends
working on a particular contract ticket.
Speedy Problem Resolution
The SpeedSearch feature allows your staff to
search for related information not only within
the knowledge base, but also in all Sage
SalesLogix tables and shared network directories.
Service representatives can search reference materials,
online manuals, FAQ's, or white papers
for the answer to a customer question. Filtering,
sorting, and preview capabilities make it easy to
locate the right information out of a group of
search results. Once the appropriate resolution is found, a single click applies it to the current service
ticket. In addition, the resolution to a customer
service issue can be saved in a knowledge
base for reference when similar issues arise, giving
even novice customer service staff the ability
to handle a wide variety of customer issues.
The knowledge base retains complete information
about completed tickets, including any attachments
and special notes and history.
Asset Management
Sage SalesLogix Asset Management allows you
to associate individual items with specific accounts.
When a sale is completed, the user can
be prompted to move items to the Assets table.
In the future these specific assets can be associated
with tickets, defects, contracts, or returns,
to get a complete view of all activity surrounding
an asset. Product codes, vendors, serial numbers,
and pricing also can be retained.
Streamlined Returns
An important part of customer service is the
ability to authorize and process credits, exchanges,
or repairs. Sage SalesLogix Returns allows
your staff to handle these transactions expediently.
The Returns system allows your staff to:
Enter Returns against particular Tickets
and view returns in Accounts
Send a replacement without waiting for the
defective product to be returned
Add detailed notes regarding the return
Relate the return to a particular customer
asset
Specify ship-to addresses and contacts for
returns
Track shipping information related to the
return
Defect Management
Sage SalesLogix Defect Management can be
used to track deficiencies or faults in a product.
You can track defects in products and assign
them a severity and priority. A status field
allows you to track the progress to resolution.
Tickets, returns, and assets can all be associated
with a particular defect to obtain a 360° view of
the problem.
Defect Management can be used by a number
of different roles in the organization, including
quality control or product testers, customer
service or support personnel, and defect resolution
staff. Joint use of the system between customer
support and product development can
result in better communication between departments
and streamline the resolution process.
Reporting And Follow Up
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| Robust service ticket entry and management
are a core component of Sage SalesLogix
service and support capabilities. |
Even with the best procedures in place, sometimes
a customer issue can fall through the
cracks. Sage SalesLogix provides you with tools
to track and report on customer issues to help
you achieve 100 percent of your customer service
goals. You can track and measure a number
of important metrics, including:
Call turn-around time
First-call resolution percentage
Issue totals by category
Escalation history
Unresolved issues
There also is a weekly recap that neatly summarizes
customer issues. These reports give you the
tools to analyze key customer service metrics to
assess team effectiveness. Access to reports can
be controlled so it is available only to appropriate
individuals in your organization.
Notification And Alerts
Including alerts as part of your service and support
workflow can greatly enhance customer
service without adding any additional burden
to customer service staff. Sage SalesLogix Alerts
monitors data and sends you an e-mail when
specified service conditions occur. Managers
can be automatically notified of overdue tickets
or escalated issues requiring attention. Customer
service and support staff can be alerted
to expiring service contracts. You don't have to
be in front of your desktop machine to receive
alerts, they can be sent to e-mail, fax, pager,
PDA, phone, or Web browser.
Web Customer Portal
The Sage SalesLogix Web Customer Portal helps
you reduce costs while empowering your customers
to find the answers they need - online,
at their convenience. Customers can view, add
or edit tickets, and submit comments or attachments
via the easy-to-use online ticket management
capabilities. The Web Customer Portal
puts the same resources used by your customer
service staff on your Web site, along with powerful
search technology that simplifies your customers'
self-service experience.
Back-Office Integration
Sage SalesLogix is designed to tightly integrate
with your back office accounting solution to
provide secure access to relevant information.
Access to customer accounting data gives your
service representatives a complete view of all activity
related to the customer and helps them to
better serve your customers. Customer service
representatives can view customer data such as
credit status, activity, Accounts Receivable balance,
aging, and terms. They also can view customer
orders, invoices, payments, and shipping
info. Additionally, you can give your representative
access to current product information,
availability, pricing, and discounts.
See Page 4 of this newsletter for details
on the streamlined integration between Sage
SalesLogix and Sage MAS 500 ERP.
The Tools Your People Need
The Customer Service and Support features of
Sage SalesLogix create a powerful set of tools to
handle virtually any customer need that may
arise. Call us to discuss how your organization
can leverage this solution |
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| Enhancements For Three Sage SalesLogix Tools |
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Sage Software recently announced enhanced
versions of three important components of
Sage SalesLogix - SalesLogix Mobile, Visual
Analyzer, and the ExchangeLink. Here we'll
quickly cover some of the new features of each
component.
Sage SalesLogix Mobile
gives you all the power
of a full-featured CRM solution on a handheld
device. You can view, edit, and add contact and
account details, take notes, schedule meetings,
complete activities, update opportunities, and
review ticket information. SalesLogix Mobile
enables account, opportunity, and ticket management
from handheld devices so employees
always have access to the most up-to-date customer
information, whether in the office or on
the road.
Simplified Installation
With Mobile 5.1, installation is fully integrated
into one seamless step. The installation is validated
post-installation to ensure all necessary
components are ready and available.
New System Health Dashboard
To aid in keeping your Mobile Client running
smoothly, the System Health Dashboard provides
one centralized view of system status, key
system metrics, and version information. It
also includes a knowledge base feed for the latest
product support news.
The 5.1 update for Sage SalesLogix Mobile
is scheduled to be available in May 2008.
Visual Analyzer v2.5
Visual Analyzer is an important management
tool that delivers comprehensive, interactive
business analytics that bring your Sage
SalesLogix data into focus. The customizable
dashboard views of key Sage SalesLogix data
provide your management team with the insight
needed to extend your competitive advantage.
Released in March 2008, v2.5 enables users
to access SalesLogix Visual Analyzer through
the Web and adds security enhancements and
Windows Vista support.
Visual Analyzer Web Viewer
With the Web Viewer, your management team
will be able to access critical business metrics
from anywhere they have Web access. The Web
Viewer is a cost-effective option, and it's easily
installed through an ActiveX plug-in.
Web Viewer Security
The Web Viewer fully respects Sage SalesLogix
security. Users will only have access to they data
they are authorized to access in Sage SalesLogix,
which guarantees sensitive information is
viewed only by authorized personnel.
Windows Viewer Security
The Sage SalesLogix Visual Analyzer Windows
Client Viewer also is now secured using
the Sage SalesLogix security provider. Users accessing
Visual Analyzer through the Windows
Viewer will have access only to the data they are
authorized to access in Sage SalesLogix.
Microsoft Vista Compatible
The enhanced version of Sage SalesLogix Visual
Analyzer adds compatibility with the Microsoft
Vista platform.
Exchange Link
Sage SalesLogix Exchange Link provides server-
side linking and synchronization of contacts
and calendars between SalesLogix and Microsoft
Exchange. The Sage SalesLogix Exchange
Link runs as a Windows service on your existing
Sage SalesLogix Server with minimal processing
impact. Exchange Link Version 8 is
scheduled for release in late April and includes
more options for synchronizing and field mapping,
as well as support for new versions of Microsoft
Exchange and Outlook.
One-Way Synchronization
While bi-directional synchronization will still
be set as the default, in Version 8 you will be able
to select a one-way synchronization. You can
select to synchronize only Sage SalesLogix to
Exchange, or only Exchange to Sage SalesLogix.
You can configure the synchronization direction
separately for each entity - Contacts, Calendar
Activities, and To-Dos.
Link Administration Filtering
To ease the administration of the link, you will
now be able to selectively view only Contacts,
Activities, or To-Dos.
Field Level Mapping
An option allows you to adjust the default mapping
between Sage SalesLogix and Exchange
Contact records. You also will be able to assign
default values on either side, to create more
consistent Contact records.
Updated Compatibility
With the Version 8 release, Exchange Server
2007 will be supported, in addition to Exchange
Server 2003, and the system is fully compatible
with Advanced Outlook Integration features.
This release also supports Oracle 9i R2 (minimum
9.2.0.4) and Oracle 10g R2 (minimum
10.2.0.1.0).
Please give us a call with your questions
about the new releases of Sage SalesLogix Mobile,
Visual Analyzer, and the ExchangeLink. |
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| Tips & Tricks |
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Here's a great way to tour the features and
benefits of Sage SalesLogix - new Sage
SalesLogix Flash demos. You can view all
the demos for a complete overview of Sage
SalesLogix, or choose by the module such as
Sales, Marketing, Service and Support, Visual
Analyzer, or Mobile.
You can experience Sage SalesLogix at your
own pace by easily navigating between the chapters
of each demo or switching between different
modules.
To register and view the demos, visit:
http://www.sagecrmsolutions.com/demo/
sagesaleslogix/flashdemos
For the best viewing experience, you will
need a high-speed Internet connection and a
screen resolution of 800 × 600 or higher with
the Flash player installed. |
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In The Spotlight:
Sage MAS 500 ERP Integration |
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Streamlining your sales process and connecting all of your business management
applications are two ways you can reduce costs and simultaneously improve customer
service. As an owner of one or more applications from the broad portfolio of
Sage Software products, you are already a step ahead. When you require new solutions
to integrate with your existing system, such as accounting and enterprise resource
planning, you need look no further than Sage Software.
By selecting a Sage Software solution, you have the convenience of using a single
vendor for all your business management solutions and, perhaps more important, the
efficiency of an integrated solution. No more redundant data entry of information in
two separate systems. When your systems share data you reduce data entry, improve
customer service, and increase efficiency and profitability.
A completely new integration between Sage SalesLogix and Sage MAS 500 ERP is
scheduled for release this Spring. The integration, created with all new architecture, is
managed from within Sage SalesLogix.
By implementing an integrated Sage SalesLogix and Sage MAS 500 system, your
organization can achieve unprecedented cross-departmental visibility into your prospects
and customers; this drives organizational efficiency and ensures that your business
is operating with a complete view of critical customer interactions. All departments
of your organization - sales and marketing, accounting and finance, support
and service, manufacturing, and distribution - will be empowered to work together
efficiently to build profitable customer relationships.
A Global Customer View
Integrating Sage SalesLogix with Sage MAS 500 ensures front-to-back
office consistency within customer records, regardless of where the record
originated. Back-office customer information such as order history,
payments, open invoices, and shipping information can be viewed
along with contacts, notes, activities, history, and all vital account information
from the Sage SalesLogix system. Sage MAS 500 data is presented
in a data grid with drill-down capability. This provides clean yet
detailed access to critical information.
Timely Access To Information
With the Sage MAS 500 integration, your sales and other customer-facing
teams will have access to current product information, pricing, discounts,
and warehouse inventory status when creating quotes or taking
orders. In addition, without having to leave Sage SalesLogix, they can
access a complete view of customer account data such as credit status,
terms, and account balance prior to placing an order. Marketing teams
can calculate a real-world return-on-investment based on actual revenue
yield from their marketing programs. And customer service representatives
can address customer queries with confidence by providing
them with the shipping, invoicing, and returns information that they
need to do their jobs effectively.
Customer Service Enhanced
With a complete view of the customer and streamlined workflow
throughout your organization, your customers will experience an enhanced
level of customer service. And because processes between Sage
SalesLogix and Sage MAS 500 are synchronized, accurate orders move
to accounting more quickly and customers receive product sooner,
which will positively impact your organization's customer satisfaction.
Efficiencies Gained
With an integrated solution, your sales, marketing, and customer service
teams have the ability to find information regarding current order
status, pricing discount schedules, and service and maintenance contracts
from within Sage SalesLogix. This gives your support staff the
information they need at their fingertips, thereby increasing efficiency
while reducing the number of inquiries your accounting department
receives.
We've only touched on a few of the benefits of the Sage SalesLogix
and Sage MAS 500 integration here. Please call us with any questions or
to discuss your system needs. |
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© Copyright 2004-2010 Tango Marketing, LLC. www.tango-marketing.com All Rights Reserved. This newsletter and its content have been registered with
the United States Copyright Office. This content is licensed by Tango Marketing LLC and can be distributed by licensee until 07/31/2010 at which time the licensee must cease
distribution and use of this content unless permission in writing is obtained from Tango Marketing LLC. Reproduction in whole or in part without permission is strictly prohibited.
The capabilities, system requirements and/or compatibility with third-party products described herein are subject to change without notice. Sage, the Sage logos, and the Sage product
and service names mentioned herein are registered trademarks or trademarks of Sage Software, Inc., or its affiliated entities. All other trademarks are the property of their
respective owners.
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