Column CRM Customer Service Management

The customer service desk is often an organization's primary point of contact with their customers. To retain them and grow your business, you need to provide an outstanding customer experience.

Deliver Leading Customer Service

Column Customer Service Management is a powerful application that delivers improved customer satisfaction by allowing you to document customer interactions, automatically present proactive solutions, and improve customer satisfaction through measurable performance indicators. It unleashes the full potential of your organization's customer service and help desk teams to build more effective customer service experiences.

Built on the BMC Remedy Action Request System (ARS) – the industry’s leading business process automation platform - Customer Service Management will work with virtually any system. Used by 80% of the Fortune 500 each business day, ARS offers the flexibility to extend Customer Service Management to meet your specific needs.

Customer Service Management (CSM) Benefits

• Increased Customer Satisfaction:

  A simple web interface allows users to submit, update, and track requests and view information from your support agents. Self-help features such as a knowledge base and a Frequently Asked Questions (FAQ) area enhance the customer’s experience.

• Improved Response Times:

  A highly-usable support interface helps support agents quickly locate support requests, understand customer needs, and review essential information.

• Ensured Service Level Compliance:

  A service level management engine ensures your organization meets agreed-to service levels, proactively escalates requests, and captures Service Level Agreement metrics.

• Adaptable Process Model

  Column Customer Service Management allows you to quickly set up the process lifecycle by issue type to account for all of your service request types.

• Improved Metrics and Reporting:

  Monitor key performance indicators on a single screen, and provide engaging, variable data views without paging through multiple reports. You also gain real-time, web-based, on-demand, context-driven reports directly from the CSM forms.

Key Features:

• Adaptable data driven workflows and processes
• Integrated outbound and inbound e-mail capabilities
• Robust permissions at data, column, and row level

Software-as-a-Service (SaaS) Solutions

Column Technologies' software-as-a-service (SaaS) allows organizations of all sizes the benefits of an integrated customer service solution. SaaS delivery limits installation, maintenance, and staffing costs while eliminating the hassles of upgrades, backups, and management challenges. SaaS-enabled solutions reside on Column Technologies’ servers, and users access them through secure Internet connections.

To learn how Column CRM Customer Service Management can improve performance while reducing costs and risk, you can contact a Column office, have Column contact you, or chat with a Column representative.