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
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 teams
Features
Account and contact management
- 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- Link attachments and comments to records for historical reference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
SpeedSearch/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
