CRM FOR SERVICE & IT
for better customer loyalty
Perfect customer service ensures loyal customers,
recommend you and stay true to you for a long time.
CRM for Service & IT improves your customer service
With GEDYS IntraWare CRM for Service & IT, you can manage your entire planning process and make your customer service more successful. You make your customer service more successful by providing your employees with all the information about customers and their enquiries. And this is done in such a way that they can also be viewed on the go. Your team becomes more productive and resolves orders at the customer’s site faster. This not only saves time, but also increases customer satisfaction sustainably. > Product flyer download
Making the most of resources
Use the skill database to find the best employee for a task. With service calendar, perimeter search and route planner, you can organize perfect service appointments.
Working according to a proven method
Define an approach model in the sense of an editing process with the right questions and answers.
Focus on customer satisfaction
The CRM provides you with all the information about the customer at any time. So that it can be operated individually.
Create analyses and forecasts
Analytical CRM provides you with numbers and trends as the basis for your decisions to improve customer satisfaction.
Access up-to-date ticket overview at any time
Due to the central storage of all ticket data, it no longer matters which channel the customer contacts you via. You always have the latest data from any device.
Please click on image to enlarge.
CRM für Service und IT: 360-Grad-Überblick-auf Laptop, GEDYS-IntraWare
“Our daily work is without the
CRM system from GEDYS IntraWare is no longer conceivable.”
Richard Hörmann, Director Customer Support at
Hurco Werkzeugmaschinen GmbH
With these features, you can make your customers smile
because they optimize your processes
Today’s customers demand a seamless, positive customer experience. To do this, you need a networked overall image in the service
of all data relating to purchased products, contracts and documents.
GEDYS IntraWare CRM for Service & IT provides the necessary transparency with the pragmatic customer file. You can use
track the entire customer journey from prospect to loyal customer. Optimally informed, you can
target your customers. They create perfect services and ensure quick reactions
complaints and complaints.
The 360° overview
Customer enquiries, complaints and complaints are stored in a centrally managed, electronic customer file with all data and documents from support, customer service, sales and marketing. As an optimally informed employee, you can react empathetically: the more intensively you can respond to the customer, the more satisfied he will be.
Automation
Above all, automated workflows as well as visit suggestions, follow-ups or escalations speed up your service processes. With the News Feed subscription, you automatically receive updates to customers, projects, enquiries or solutions: The “Colleague CRM” informs you about the activities associated with a customer or project.
Manage tickets
Customer enquiries via websites, social media or email will immediately receive a confirmation with ticket number & contact person. An initial feedback that pleases the customer. In CRM for Service and IT, all relevant information is available to process the ticket, including information about your employees and their appointments. At the touch of a button, you send a summary of the problem and measures to resolve it.
Planning of the field service
The dispatch cockpit displays all tickets. Also all service staff with their skills, free appointments and proximity to a customer. At a glance, you can see which employee can be used for which case. They simply enter customer appointments, including reminders. Appointment surveys over the Internet shorten the appointment with customers. The escalation management ensures that no ticket is forgotten.
Customer Center
Your customers log in, make their inquiries and see the status of the processing. An integrated knowledge management helps 24×7 with self-help.
Gain insights
Dashboards help you figure out what you need to improve. What are the problems? What improvements are we want? For perfect service management .
Perfect customer service on site
and anytime on the go via smartphone
Extend the mobility of customer support with the connection of CRM and CRM app.
So you always have 100% of your data and your practical knowledge with you, no matter where you are.
Even without a network connection!
Edit tickets from underwsegs with the CRM app
For on-site order processing, you can log calls, edit tickets, and view all relevant data about a project, including from inventory, contract or knowledge documents. At the end of your appointment, you can easily create a visit report by voice input.
The top 3 benefits of the CRM app:
- You are always well informed
via caller ID and 360° overview of the customer or service provider - The app makes your tour planning more efficient
with the help of perimeter search and route planning - You save time
via voice input, business card scanning and file upload
on the go
You can use the CRM app for testing including demo data in the
Download the App Store or Play Store.
Fast deployment planning for your service team
with the dispatch cockpit in CRM for Service & IT
Allocating work orders to your service team is a complex process. Information about the service case, but also proximity to the customer, skills and utilization of the employees must be considered. With the new dispatch cockpit, the planning process can be perfectly coordinated via a convenient, easy-to-use user interface with drag-and-drop functionality.
The cockpit for the service combines four sources of information in one view:
- Which Servcie tickets are to be planned?
- Which employee has the necessary skills?
- Which employee is geographically closest to the customer?
- What appointments do employees already have?
A ticket is “handed over” to the planning calendar of the corresponding employee via drag & drop. This will be informed by email.
See more in Video Service Management (in German language).
The IT help desk for service staff
provides quick help and smiling colleagues
GEDYS IntraWare CRM for Service & IT manages all incoming user requests and hands them over to freelance help desk staff. If desired, the award is made according to the respective skills of your employees.
Professional tracking gives the support staff an accurate overview of the previous history, e.B. about already resolved problems of an employee, information provided by other employees or about inventory in the workplace.
Help desk support can be done either by phone, email or with the help of software (e. g. via remote maintenance, live support system or video conference).
Change management supports the entire process with changes in infrastructure: from planning to approval, execution and control to documenting the process.
Quick return on investment.
Cost-effective, effective, fast, intuitive – features that a CRM should bring to the service.
Here are some examples of ROI viewing: