Epicor Clientele Customer Support
Manage Your Customer Relationships
Support departments are increasingly challenged to maintain high levels of customer satisfaction and retention. Is it any wonder? Satisfied customers are worth more than their weight in gold. They tend to do a lot of repeat business. And they make great referrals.
Clientele is a complete tool for managing—even anticipating—the support needs of your external customers. It enables you to efficiently manage your entire workload, from handling calls to requesting customer shipments. It keeps your support staff and customers totally informed at all times and your company's decision-makers up to date.
Clientele enables you to deliver—by phone, fax, e-mail and the Web—the type of world-class service that can quickly separate you from the competition and ensure customer loyalty for years to come.
Call Management at Your Fingertips
Thorough call history features empower you to deliver timely, accurate, complete and clear information to your customers. You can easily open, track, report on and close calls. Follow-ups can be attached to calls to ensure that commitments are kept. Plus, user-definable call queues allow managers to prioritize workflow. In addition, standard reporting enables you to keep on top of everything, from which products need enhancing to which support agents need more training.
Give Fast and Accurate Answers
Our AnswerBook feature, an online store of answers to your customers' most frequently asked questions, makes it easy for anyone in your company to give fast and accurate answers. As a result, your people become more competent. And your customers become more confident in their relationship with you. You'll no longer have to put customers on hold. You can perform natural language or Boolean searches to find answers. And once the correct answer is found, you can fax or e-mail it directly to the customer from your workstation. Moreover, you can place your answers on the Web and empower your customers—and field representatives—to help themselves to information. Plus, you can manage customer requests for product enhancements, helping to make sure your products stay on track with customer expectations.
Get Paid For Your Service
Clientele helps support departments identify and forecast their contribution to the bottom line, resulting in greater profitability and predictability. Multiple service levels and billing options give you service level agreement choices to fit your customers' budgets and requirements. For example, you can provide service on a product-by-product basis or offer blanket coverage. You can deliver service based on a set number of calls or based on the amount of time spent servicing a customer.
Know Your Customers and Products
Companies with a growing customer base and an expanding list of products find it increasingly difficult to stay on top of their information needs. However, Clientele enables you to track all products your customers purchase, as well as any products that are returned for service or replacement. You can easily manage product returns, from the time a product is returned for service until it is sent back, keeping your customers and management up to date.
Keep in Touch With Your Customers
With Microsoft Outlook integration and two types of follow-ups—to do's and appointments—at your fingertips, Clientele makes it easy for you to be responsive and proactive in communicating with your customers. Clientele includes its own follow-up monitor for creating alarmed notifications of action items. Plus, you can e-mail or fax messages to customers directly from it.
Easy to Use, Easy to Customize
More than 50 Customer Support "system options" enable you to adapt the product without touching a line of code. Plus, you have two levels of customization available: how screens look and how they work. Through a drag and drop process, you can easily modify screens and fields as needed to create your own department or company look and feel. More importantly, you can establish your own business rules by defining how a screen interacts with your data. In short, Clientele gives you reliable, basic features such as spell checking and attachments, as well as powerful searching and customization capabilities.