Jonaren CRM empowers you to deliver exceptional customer service

FEATURES TO SUPPORT CUSTOMER SERVICES SUCCESS

Support Ticketing & Case Management

Efficiently track and manage all your customer enquiries, Ensure your customer service teams have all the information they need in one place. Provide better, faster customer service and drive high customer satisfaction.
• Automatically create cases and unique case numbers.
• Set case priorities.
• Assign tickets to individual users or groups (queues).
• Track all emails, notes and activities.
• Integrate with Outlook, Office365 and Google Apps, so all your contacts, emails and activities are synchronised.

Customer Service Metrics

Generate Reports and Dashboards that give you insight into your Case KPIs. Understanding your customer service performance will help you make the right decisions - ultimately increasing customer satisfaction.

Easily answer questions like:

• Which support cases have had no response?
• Which members of our support team are closing the most issues?
• What's our average response time?
• Which support members have the most open cases?

Identify common problems or re-occurring issues

Customer services teams often deal with recurring problems or issues: a recurring issue with a particular product, a problematic courier etc. Use that knowledge to deal with the source of the problems and stop the issues recurring, saving your business money and improving overall customer satisfaction.
You can customise Jonaren CRM to report on the metrics that are key to your business. It’s easy to customise, add more fields or ‘slice and dice’ the data in different ways to give you insight into customer problems.

Customer Profiling

Personalise and tailor the approach of your service and Account Management teams by utilising information you have collected about your customers. Identify buying trends and ‘at risk’ customers before they move to your competition.
• Profile Organisations and People and categorise them based on their current or potential value.
• Identify buying trends of customers and up-selling possibilities.
• Use sales history (Orders or Invoices) to identify who has stopped buying from you.
• Improve processes around ‘at risk’ customers.

Subscription / Renewals Management

Automatically notify Account Managers when contracts are due for renewal and trigger actions to provide timely communication to customers. Make sure you do not miss any scheduled activities and milestones throughout the contract so there are no nasty surprises at renewal time.
• Identify your renewal rate and put processes in place to drive improvement.
• Automatically remind customers when their contracts are due for renewal.
• Schedule activities to touch base with customers throughout their contract to improve customer service and renewal rates.
• Create reports to predict future subscription levels/income.

Measure your Service Level Agreements

Define Service Level Agreements (SLAs) and measure your performance against your targets. Use real time reporting to track how effectively you are handling cases and identify cases which are about to breach your SLAs and take proactive action.
• Track how many cases have had no response.
• Identify which cases are about to breach their SLA.
• Track SLA performance metrics over time.

Manage Agent Workload

Have the right resources in place to deal with your customer service volumes and ensure no one individual or team is overloaded.

Use the information inside your CRM system to get real time data on current case volumes and use historical analysis to identify seasonal peaks in workload.

• See Open Cases by agent and team.
• Stop cases which are old, overdue or about to breach SLAs.
• Easily reassign cases to different teams or users.
• Monitor trends by day, week, year or financial periods.

Multi-Channel Support

Support your customers using their preferred channels: Telephone, Email, Customer Portal, Web chat or Social media. Integrate your CRM system with the communication channels your clients like to use and track all the communications in a single place. Deliver fast and responsive customer service.
• Email to Case: Track and manage cases via a central support email inbox.
• Web to Case: Capture enquires directly into your CRM via a Web form.
• Case Portal: Allow your clients to log into a Web portal and manage cases online (self service).
• Web Chat Integration: Using our integration tools, capture chat logs from your Web chat applications and store them in Jonaren CRM.
• Social Media Integration: Integrate social media tools like Hootsuite, to capture the social conversation inside your CRM.

Identify unhappy clients

Retaining existing customers is as important as finding new ones. Identify customers who may be at risk of reducing their spend or leaving completely and put processes in place to mitigate these. Categorise customers into ‘Red/Amber/Green’ so you know which clients are happy and which ones need more focus.
• Use a ‘Red/Amber/Green’ (RAG) traffic light value on an Organisation/Person record to identify ‘at risk’ accounts or projects.
• Use reports to get a holistic view of your ‘at risk’ accounts.
• Utilise Cases and Reports to manage customer issues to a successful conclusion.
• Identify common issues across accounts and drive customer account management processes around these.

Create a Knowledge Base

Your customer service team builds up a wealth of knowledge when dealing with clients. Use that knowledge to improve the quality of service your organisation provides. Profile your client's, record common problems and solutions and ensure that the information is easy to find using Jonaren CRM.
• Create Knowledge Base Cases with details of problems and solutions.
• Build Email templates to store answers to common questions and ensure communication is consistent.

Contact Management

Use every interaction with a prospect to further your business intelligence. Capture knowledge, map relationships, segment your data to improve customer support and sync everything with Outlook, Microsoft Exchange/Office 365 and Google Apps.
• Record all the interactions you have with people, including Notes, Meetings, previous purchases, Tasks and Emails.
• Automatically ‘roll-up’ all the information to the Organisation level, so you get a single view of all interactions.
• Easily track relationships, such as suppliers, customers, partners and previous employment history.
• Profile individuals and track relationships: job roles, hobbies, interests.

Account Management

Retaining existing customers is as important as finding new ones. Identify customers who may be at risk of reducing their spend or leaving completely and put processes in place to mitigate these.
• Use a ‘Red/Amber/Green’ (RAG) traffic light value on an Organisation / Person record to identify ‘at risk’ accounts / projects.
• Use reports to get a holistic view of your ‘at risk’ accounts.
• Utilise Cases and Reports to manage customer issues to a successful conclusion.
• Identify common issues across accounts and drive customer account management processes around these.