Oncontact CRM Customer Service

Oncontact CRM provides a full-scale customer service and help desk management system that lets you track customer service inquiries, incidents and problems. This creates a knowledge base that your support professionals can access in an instant. With Oncontact CRM, your company can provide fast resolution for new incidents and problems—regardless of their complexity.

In addition, the customer service module lets you build queues that transfer inquiries away from an occupied support professional to a free support rep or support manager. It also integrates with email and fax applications, providing another way you can respond quickly and conveniently to customers.

To enhance your level of customer service, Oncontact CRM's ClientNet feature taps the Internet to give customers complete control of their relationship with an organization. Customers simply log on to ClientNet through your corporate Web site to view their entire history with your company—so they can search for solutions and independently solve problems.

Here are a few examples of how ClientNet liberates its CRM software customers by empowering them to be proactive:

• ClientNet gives customers complete web access to an organization's marketing literature so they can research product offerings online and then make an educated purchase.
• Once customers make a purchase, they can track the status of delivery from the time it's ordered to the time it arrives at their door. Customers can also view their history with the organization so they know the exact products and quantities previously purchased.
• Oncontact is equipped with an extensive knowledge base that allows customers to search for solutions and independently solve service problems. If the issue is too complex to resolve on their own, they can submit a service request online to receive immediate support from a representative.
• Oncontact saves customers the energy needed to track down company contacts for simple administrative tasks. Customers can, for example, submit information requests, complete online surveys or record new company contacts.

ClientNet presents a win-win situation for both customers and vendors. Customers can interact with vendors anytime and anywhere in the way that's most convenient for them, whether it's via Internet, email, phone or fax. And vendors have an efficient way to service customers around the clock without additional employees.

Oncontact CRM software can store an unlimited amount of customer service cases per company and an unlimited number of tasks per support case.

With Oncontact CRM, you can:

Record incidents and create a complete service history Schedule phone calls, meetings or to-do lists Assign tasks to team members Organize your day with the customer service dashboard Prioritize support incidents and establish a work queue Track and analyze the amount of time and effort required to resolve issues Record product defects and resolutions Escalate urgent cases for immediate response Provide reports for management Search the knowledge base to locate similar cases and problems Empower customers to solve their own issues via the web Store contact information in the system Use workflow rules to resolve issues

Oncontact CRM Customer Service