CUSTOMER SERVICE MODULE
Most businesses have a desire to provide a high level of customer service, yet few have any system in place to manage and
monitor how well they perform in this area.
Legrand Software delivers a practical and inexpensive Customer Service module that enables you to track customer service
issues from initial contact all the way through to resolution.
When a new Customer Service issue is created, a Ticket Number is automatically assigned to it. The 'Summary' field is then
used to briefly describe the nature of the issue, with more detailed information contained in the Description and Response
fields. There are also 5 user-modifiable data fields available, to classify and sort each Service Issue. In addition,
a Timer field can be used to track the total amount of time spent on the issue.
Re-assigning a service issue to another staff member automatically triggers an email to that staff member to alert them that
a service issue has been assigned to them.
The ability to cross-link Tasks, Calendar Events and Activity Notes to a Customer Service issue allows you to track all
interaction relating to it. This means that a detailed audit trail is created of how a particular issue is dealt with.
Support Managers are able to fully review each service issue, even closed issues - the details of which are still retained
in Legrand.
When looking at the Customer account in the Companies Module, you see an immediate overview of all the Customer Service
issues that have been lodged by that particular customer and what their current status is.
Your sales people will no longer run into surprise confrontations when making a sales call to a customer, only to find out
that this customer has unresolved complaints.
