MAXIMIZER

Foster Loyalty. Drive Repeat Business.

Customer service & support case management with Maximizer Enterprise 9 CRM software helps you effectively optimize service resources and frontline service representatives to dramatically increase productivity and improve customer satisfaction.

Key Benefits of Maximizer Enterprise Customer Service & Support Management
	Gain visibility into team performance to guide resources
	Provide service staff with the tools they need to help customers quickly
	Reduce workload with automated processes and self-service
	Foster lasting, rewarding customer relationships by keeping the lines of communication open and efficient

Optimize Resources, Witness Productivity Gains
	Customer Service Case Management: Effectively track, manage and resolve all your customer issues, including technical support, billing and returns. Create trouble tickets complete with details you can track and search on including case number, queue, product, category, assignment and more.
	Centralized Information: Resolve issues faster with easy access to complete account information in one central, easily viewed location. Even review the customer's purchase history in Maximizer Enterprise CRM software when you use the Accounting Link for QuickBooks⁵.
	Computer Telephony Integration: Respond faster and improve call productivity with computer telephony integration (CTI) to automatically identify inbound callers and handle outbound calls directly from Maximizer Enterprise CRM.
	Track Defects: Track details of customer problems in case fields. Use this information to analyze the need for improvements or notify the appropriate customers of fixes.
	Share Knowledge: Answers to many issues are a click away in the searchable Knowledge Base.

Automate Processes to Ensure High Quality Service
	Automatic notifications: Escalate cases to the appropriate person on your team and notify them with automatic email alerts.
	Monitor and respond: Ensure every issue is resolved so customer satisfaction remains high. Automatically be notified of overdue cases and other critical incidents, such as when many cases are entered for one customer in one week — using Workflow Automation, powered by KnowledgeSync³.
	Automatic case creation: With one click, create a trouble ticket based from an email inquiry to assign it to the appropriate person.
	Online Self-Service: Help customers and partners help themselvesby giving access to your online Knowledge Base, and enabling them to create and check status of cases online.¹

Gain Insight You Need to Improve Service
	Executive Dashboard: Visualize cases entered, resolved, and abandoned with the Customer Service Executive Dashboard, complete with drill-down for deeper analysis.
	More out-of-the-box reports: Over 175 standard reports including case assignment, monitoring, billing, plus case category and product analysis. Visualize staff case workloads and analyze cases to effectively balance workload and ensure total customer satisfaction.
	Customize reports: Use Crystal Reports^® XI Professional , included for every user to edit and customize reports with a wizard interface. Even export to Excel^® for further analysis in a familiar environment.
	Real-Time Actionable Insight: Automatically email weekly reports to managers, or trigger reports and alerts based on critical performance indicators, such as when cases are more than 14 days overdue, or when a customer service rep reaches case overload status.³

Web-based Employee, Partner, Customer Portals, Wireless Portal, Dashboards, available only in eCRM Suite.
MaxLink for Palm included with regular licenses; MaxMobile for Windows Mobile devices is an add-product with additional fees; Wireless Portal for BlackBerry and other web-enabled PDAs available only in eCRM Suite.
Workflow Automation powered by KnowledgeSync is an add-on product with additional fees.
Integration with Microsoft Exchange Server requires MaxSync add-on product (additional fees apply).
Integration with QuickBooks requires Accounting Link add-on product (additional fees apply).
Crystal Reports Server is an add-on product with additional fees.
Customization Suite is an add-on product with additional fees.

Customer Service & Support - Case Management Case Ticket

"We have been using
Maximizer Enterprise since v1.0 ?we couldn't have grown our business without it. Most recently, with improved customer service & support functionality, it has improved service response times by 50%."

Warren Mathusek,
President, Mathusek Inc.

More Customer Successes

"Using Maximizer Enterprise for our customer support and ticket tracking has greatly improved our support process. Using custom automated solutions, we are able to handle incoming email and web-based support requests and tie them directly to support requests within Maximizer Enterprise. This saves the support representatives substantial time and reduces data entry errors. All of this keeps us moving toward our goal of providing world-class customer support for all our products." Matt Disher, CIO,
Seapine Software, Inc.

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