The Benefits of CRM to the Customer Care Department

• Enables customer satisfaction measurement and benchmarking
   
• Increases productivity of customer support representatives
   
• Provides self service to customers around common issues
   
• Ensures issues never 'get lost between the cracks'
   
• Monitors service performance against service level agreements
   
• Enables customer issues to be tracked and responded to, regardless of who answers the phone or received the e-mail
   
• Reduces customer support costs
   
• Improves response times to customer service requests
   
• Reduces hold times for customers requiring customer support
   
• Reduces the average time to resolve an issue
   
• Increases the number of queries resolved on first contact rate
   
• Leads to decreased number of service escalations
   
• Decreases the number of customer complaints received
   
• Extends customer service through 24x7 self service options
   
• Enables benchmarking/score carding of customer service operations on an on-going basis
   
• Leads to increased customer retention
   
• Leads to decreased cost of customer retention

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