SalesLOGIX provides advanced issue tracking and resolution tools needed to quickly resolve customer questions, issues and requests, delivering a high-quality customer experience.

Track and Resolve Customer Questions, Issues and Requests

Sage SalesLogix Customer Service provides the advanced issue tracking and resolution tools you need to quickly resolve customer questions, issues and requests, and deliver a high quality customer experience. Each service ticket created contains detailed information including a unique ticket ID number, contact info, type, status, urgency, assignment, date required, and service contract details.

From within a ticket, employees can search for solutions or schedule activities such as phone calls,
meetings, or to-dos to follow up on open issues.

Find Critical Information and Resources Quickly

SpeedSearch, the powerful knowledge base search engine in Sage SalesLogix, helps service professionals quickly locate resolutions to customer issues. Service reps can search prior tickets,
attachments, standard problems and resolutions, procedures, activities, and notes, as well as reference materials such as online manuals, FAQs, and white papers.

Manage for Maximum Productivity

Managers can view call turn-around time, first-call resolution percentage, issue totals by category, escalation history, unresolved issues, and a weekly recap. Sage SalesLogix automatically tracks time spent resolving individual issues, based on when users “punch-in” and “punchout” of individual tickets.

Help Customers Help Themselves

Sage SalesLogix helps reduce costs while empowering customers to find the answers they need, online and at their convenience. With the Sage SalesLogix Web Customer Portal, customers can view, add or edit tickets, and submit comments or attachments.

Integration for a Complete Customer View

Sage SalesLogix integrates with leading back-office applications. Through this, service reps can
access key customer information such as credit status, balance, and terms, as well as reference prior
orders, invoices, payments, and shipping info.

Streamline Support Centre Activities

Sage SalesLogix Support provides advanced issue tracking and resolution tools, enabling you to exceed customer expectations and internal performance goals.

Keep Critical Knowledge at Your Fingertips

The powerful SpeedSearch knowledge base in Sage SalesLogix helps support professionals quickly
locate resolutions to customer issues.

Help Customers Help Themselves

Reduce costs by empowering customers to find the answers they need online, and at their convenience.

The Sage SalesLogix Web Customer Portal puts the same intelligence used by your support team on your Web site, along with a powerful search engine that simplifies the self-service experience. With Sage SalesLogix Support, customers and employees around the world can also create and track support tickets online, anytime.

Share Information with Sales and Marketing

A record of every support interaction is stored within each customer’s account history in Sage SalesLogix, so employees across the organisation can share a complete view of all account activity.