Sage CRM Features

Sage CRM helps your organisation build and support long-term customer relationships.

Contact Management

To deliver superior customer service and exceed your customer support performance goals, your staff must have the most up-to-date and complete customer data at their fingertips. Data that helps them effectively resolve service issues and create cross-sell or up-sell opportunities. After all, customers interact with your support team more frequently than with anyone else in your company.

Sage CRM provides real-time access to relevant customer data including purchases, call and escalation history, all interactions, multiple contacts, support cases, email and documents sent and received, and sales opportunities.

With Sage CRM you can make the most of every customer interaction, maximising business opportunities and customer satisfaction.

Service Level Agreements

The ability to track and meet service level agreements (SLAs) against your support cases is critical for maintaining loyal, dedicated customers. Sage CRM cases have a "traffic light" monitoring system, which indicates how close the case is to exceeding SLA and allows triggering of escalation events at predefined times in the process.

Call Centre Accuracy

As a central repository for all customer data, Sage CRM provides easy-to-use, real-time access to information, enabling your staff to resolve customer issues quickly and efficiently, reducing call times and increasing the efficiency of your call centre. Sage CRM makes it easy for staff to escalate and prioritise issues and reduce the amount of time required to resolve each call - increasing customer loyalty and confidence.

Through the user-friendly interface, recent history buttons, call and email interaction logs and hypertext search capabilities, Sage CRM keeps critical information at your fingertips - helping customer support professionals find what they need, when they need it.

Solutions Knowledge Base

With Sage CRM, you can store support incidents and case solutions in a central Knowledge Base. Solutions can be linked to multiple cases and automatically emailed to users and customers. The Knowledge Base is accessible to all Sage CRM users and to customers via the Customer Self Service Area.