Expandable CRM – Support
The CUSTOMER SUPPORT module provides a foundation for delivering outstanding customer service and support through detailed case management and complete visibility of the resolution process.
An intuitive interface enables customer-facing individuals to be responsive to customer issues by creating, viewing and tracking communications related to service issues.
With immediate access to key customer data including service history, product details and support tickets, sales and service representatives can maximize customer loyalty by providing immediate, informed service and support.
MODULE FEATURES
Support Ticket Detail
- Ticket Body Description
- Ticket Reason Codes
- Ticket Resolution Codes
- Attachments
- User defined fields (10)
- Numeric user fields
- Date/time user fields
- Ticket subject
- Customer Name
- Part ID
- Customer Part ID
- Serial Number
- Lot ID
- Ticket Origin
- Ticket Priority
- Ticket Status
- Due Date
- Assigned To, Date Assigned
Support Access Security
- Group creation and Support User assignment to a Group
- Administratively Setup in Expandable ERP Dictionary Editor for Table Values for CRM_SALES_GROUP
Support Ticket Integration to Expandable ERP
- Part ID
- Customer Part ID
- Serial Number
- Lot ID
- Warranty information
Support Ticket Tracking
- Track Ticket Reasons and Sub-Reasons, Categories and Sub-Categories, and Resolution Categories and Sub-Categories
SYSTEM REQUIREMENTS
Client
- CPU: Intel Core 2 Duo processor or later
- RAM: 4GB or higher
- Windows 7 / Windows 8 / Windows 10
- Outlook Version: If Outlook Integration is desired, Expandable CRM will integrate to Outlook (32 and 64 bit) 2010, 2013 and 2016
Server
- CPU: Intel Core 2 Duo processor or later
- RAM: 4GB or higher
- Windows Server 2012R2 Standard / Enterprise Edition (latest service packs) or Windows Server 2016
- MS SQL Server (Standard/Enterprise Edition) 2012, 2014, or 2016
- Expandable 9.4.0.x or higher installed in SQL 2005 or higher
The Account Detail screen captures key information about an account and features dozens of user-defined labels to store extended details.