Commence Corp. CRM Vendor has New Customer Service Portal: The SLMA

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Commence Corp. CRM Vendor has New Customer Service Portal

From the section: Lead Mgmt News

January, 2016 |

Eatontown, NJ – January 14, 2015 Commence Corporation a leading provider of online Customer Relationship Management software (CRM) for the middle market has introduced an enhanced Customer Service solution that now includes a cloud based customer portal. “Customer Service or Help Desk applications have been around for years says Larry Caretsky, President of Commence Corporation, but the majority of them are stand-alone solutions that only provide value to the service organization. This is unacceptable in today’s competitive marketplace where customer’s expectation for quality service is greater than ever before. Today, everyone needs to be in position to address customer inquiries and you cannot achieve this is your staff does not have access to the customers service history along with what products or services they purchased, when they purchased it and who is managing their account. Keeping this as a separate database just repeats the same problems we have experienced in the past; silos of information that is only accessible by a few people”.

The Commence Customer Service module integrates contact management, sales and marketing data with the customer’s service history thereby providing all authorized employees with a complete 360 degree profile of customer information. This is simply not achievable with stand-alone Help Desk applications.

The customer portal component extends this functionality by enabling customers to enter service tickets, access a product knowledgebase or get answers to frequently asked questions anytime, anywhere and from any device PC, Mac, Tablet or Smartphone. The system also includes several automated business processes that automatically alerts customers that their service inquiry has been received and is being assigned to the appropriate person. Internally, e-mails are send to management and the assigned service representatives, alerting them that they have a new ticket.

“Businesses are beginning to realize that providing “best in class customer service” may be the differentiating factor between them and their competition says Caretsky. This has also become a critical component for customer retention and growth. Our objective in developing this new capability is twofold. First, to ensure that our customer’s internal staff has immediate access to the information they need to provide high quality service. Secondly, to enable their customers to submit service tickets, check the status of the inquiry and have access to real time self-service programs such as; a knowledgebase, product or installation videos, training guides, troubleshooting guides and more. This is the way that high quality service needs to be delivered today and into the future”.

About Commence

Commence Corporation is a leading provider of customer relationship management software for mid-size companies. The company develops and delivers a diverse suite of business software that integrate people, processes and technology with a focus on contact management, sales, marketing and customer service solutions. Commence is used by companies around the world to streamline front office business processes enabling clients to increase workforce productivity, foster positive customer relationships and reduce operating costs.

Media Contact

http://www.commence.com

[email protected]

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