What is Infor CRM Support Module?


Infor CRM Support is a module within the Infor CRM customer relationship management (CRM) application.

With the costs of acquiring new customers 5-10 times higher than retaining existing customers, Infor CRM can have a tremendous impact on the bottom line by helping foster lasting relationships with your customers:

  • Give your people the advanced issue tracking and resolution tools they need to resolve issues quickly and effectively
  • Deliver beyond your customers’ expectations and exceed your support department’s performance goals
  • Access relevant customer data – including products purchased, ticket and defect history, and maintenance contract status
  • Maximise the effectiveness of each interaction with your customers
  • Allow your customers around the world to get the support they need, how and when they need it, through self-service Web options

Features

Account and contact management/strong>
  • Access detailed information about the customers your department supports
  • View ticket assignments, priority weightings, and notification requests
  • Link attachments and comments to records for historical reference
Ticket management
  • Automatically assign tickets to the appropriate resource, based on area of expertise
  • Record the status, urgency and nature of the issues, and track time-to-resolution
  • Store and review comments, attachments, and an activity history
  • Solve issues then archive resolutions in the knowledge base for future reference
Support contract management
  • Track contract details including ID number, type, service level, amount, and end date
  • Manage multiple contract types—per incident, time period, or cost amount
  • “Punch-in” and “Punch Out” to track time spent on individual support issues
Speed Search/Knowledge Base
  • Perform an advanced keyword search of any Infor CRM table or shared network directory
  • Reference prior tickets, attachments, standard problems and resolutions, activities, and notes /history
  • Search reference materials such as online manuals, FAQs, or white papers
  • Scan search results efficiently with advanced filtering, scoring, sorting, and preview capabilities
Defect tracking
  • Track defect details including ID number, type, severity, priority, status, and description
  • View associated tickets, Return Material Authorisations (RMA)s, attachments, and product information
Return Material Authorisations (RMA)
  • Ensure product returns are processed efficiently and accurately
  • Record defects, shipping instructions, serial numbers, attachments, and comments
Standard problems and resolutions
  • Access solutions to frequently recurring issues quickly and efficiently
  • Automatically populate resolutions into tickets after performing a lookup
Procedures
  • Document common processes used in solving customer problems
  • Assign a title and subject, create date, and confidence level for each procedure
Product tracking
  • Associate products with accounts, tickets, defects, contracts, or RMAs
  • View information on product codes, names, vendors, and pricing
Sales and support integration
  • Arm sales reps with a history of their customers’ support issues and details
  • View the status, urgency, issue, ticket ID, and dates for open and closed tickets

Benefits

With all the tools at your peoples’ fingertips, you can deliver top-quality customer support
Build long-lasting, profitable customer relationships
One view of the customer: colleagues in sales and marketing can see where there are support issues – and opportunities
Provide quantitative feedback to products and service development teamss

 

WHY CHOOSE ALPHALOGIX?

AlphaLogix are Network Business Partners and Certified Infor CRM Developers Accredited by Infor, with many years of experience in all versions of Infor CRM. 

If you would like to discuss how your business will benefit with Infor CRM, please contact us or talk to a member of our team on 01291 688100