CRM software has become synonymous with managing sales and customers. But service and equipment records may not be the first thing that jumps to mind when you think of what Sage CRM typically tracks. However, it's surprisingly easy and we'll show you how in this article.
Making the "Case" for Service
Most people know that Sage CRM tracks interactions with companies and people as well as sales opportunities and orders. However what some companies don't realize is that Sage CRM also tracks something called Cases which is actually a standard feature.
Cases are used to track and manage the progression of things like customer service issues, applications, or quite often, jobs that move through a service department. Tracking service requests with cases provides an ongoing history of the jobs you have done, along with any communications or documents related to a given job.
You can also use the built-in Sage CRM workflow engine to control how these cases - or jobs, or tickets, or whatever you would like to call them - move through the organization.
Cases are used to track and manage the progression of things like customer service issues, applications, or quite often, jobs that move through a service department. Tracking service requests with cases provides an ongoing history of the jobs you have done, along with any communications or documents related to a given job.
You can also use the built-in Sage CRM workflow engine to control how these cases - or jobs, or tickets, or whatever you would like to call them - move through the organization.
Sage CRM is "Equipped" for the Job
In conjunction with service records mentioned above, Sage CRM can also track Equipment. In the video demonstration at the end of this article, we show you how to find equipment across the entire Sage CRM system.
Within an individual Sage CRM company, you can enable an equipment tab which contains a listing of all the equipment associated with that particular company. You can then go into an individual record and see a profile of the equipment as well as all associated service records.
In the video example, the service department also produces Job Sheets and schedules their technicians. Any of these projects that use Cases functionality in Sage CRM are great because it links the activities of another department in with the rest of the company and gives all users across the company a much more complete view of what's going on.
Within an individual Sage CRM company, you can enable an equipment tab which contains a listing of all the equipment associated with that particular company. You can then go into an individual record and see a profile of the equipment as well as all associated service records.
In the video example, the service department also produces Job Sheets and schedules their technicians. Any of these projects that use Cases functionality in Sage CRM are great because it links the activities of another department in with the rest of the company and gives all users across the company a much more complete view of what's going on.
|
Guest Blog Post by DCAA
This article was provided by Dan Cousins & Associates Inc. (DCAA). Since 2004, DCAA has focused exclusively on managing Sage CRM projects. In addition to providing implementation, training, consulting and support, they are development partners for Sage CRM. |
|
