The qualification for the satisfied customer has changed over the years. What used to constitute a completed interaction is now often just the first step toward resolution. While customer service organizations everywhere are still trying to streamline this process, the important point is to integrate solutions to promote rapid customer satisfaction.
This concept was explored in a recent Soffront blog
. The cloud CRM
provider took the issue of customer problem resolution to the next level by exploring the importance of defect track applications. Such applications generally address problems involving the design of a product or software.
Companies seeking to consistently improve their offering to build customer loyalty and a competitive advantage are also using these systems to manage enhancement and feature requests, and to help in the planning and documentation of product releases.
When applications used to track defects and customer service are on two different platforms and maintained in silos, they cannot talk to each other. As a result, a support problem that should be reported to engineering must first be documented by the agent, and then the engineer must duplicate the information in the defect tracking system.
If the engineer does not have access to all the information the agent collected, he or she must backtrack to recover that information. With an integrated system, however, these steps are eliminated and the best results are realized.
Soffront offers seven reasons to integrate defect tracking and customer service. And, with access to cloud CRM, the process is nearly seamless. Consider whether or not these benefits may apply to your environment:
1. Faster identification and resolution of customer defects
2. Significant reduction in the cost of collecting defect data
3. More time spent on working on issues and less time collecting information
4. Rapid notification to customers when an issue has been resolved
5. More efficient use of customer support agents’ time to increase productivity
6. Common language and terminology between customer support and development, leading to more effective communication
7. Comprehensive customer-related defects reporting and analysis.
Fortunately, Soffront offers the cloud CRM solutions necessary to integrate applications and information across the enterprise. By keeping operations in the cloud, companies are not only up and running in just days, they also have access to increased flexibility, capability and scalability not previously available in siloed, premise-based systems.
The company’s project management software helps to ensure the highest level of service and delivery by ensuring the right resources are available for the right project. Since the solution is highly adaptable, users can customize defect entry forms and workflows according to the unique needs of their environment, making the most of the time of all of those involved with the project.
Combining customer service information with customer accounts and making that information accessible across the enterprise is key to achieving a specific competitive advantage. Those unable to maintain the pace are likely to be left behind.
Edited by Ashley Caputo