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The client, a software company, reports that now, whenever a support or sales representative talks to a customer, the agent can easily access notes on the customer’s account, complete call history as well as training information. The client's customers appreciate the fact they don’t have to spend time repeating themselves or bringing somebody new up-to-speed on an issue every time they call. The client also installed Epicor CRM Conductor, a companion product to Epicor CRM that is used to automate workflow processes based on user-defined criteria. The client set up Conductor to notify key individuals and team leaders whenever a call has been in the call queue for 60 minutes, or when a call remained unresolved for seven days. With Epicor CRM Conductor, call activity improved almost immediately. The client also automated its training setup process, including class registration and confirmation, and also helps manage the company's custom programming projects. Through these automated reminders managed through Epicor CRM, the client is seeing a faster response from customers who are sent quotes for custom programming projects.
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