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CustomerFirst® WebFirst® SalesFirst® Inventory
Management |
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Enterprise CRM Customer Information CustomerFirst® is the support and defect tracking module of RTI's Customer Relationship Management (CRM) product. Your customers can communicate with you via phone, WebFirst, or e-mail and CustomerFirst will automatically create a new incident. It is the only system designed for software and hardware companies who provide support directly to their customers. It provides complete, up-to-date information about your customers as well as support issues, development tasks, QA bugs, and consulting engagements.
CustomerFirst manages the workflow for your CRM strategy. CustomerFirst tracks each incident of a problem including information about the customer such as:
With CustomerFirst, you can respond to your increasing workload without a proportional increase in staff, improve the quality of your products, and deliver better service to your customers. CustomerFirst helps increase your revenues and profitability by providing the service necessary to attract and to retain satisfied customers. Features CustomerFirst helps customer support One component of a Customer Relationship Management database is a knowledgebase. CustomerFirst allows support personnel to respond rapidly to technical questions by efficiently searching a knowledgebase of solutions to known problems. Unlike other systems that require a large investment of your time upfront to set up their "Engines," your CustomerFirst knowledge base builds itself as your organization uses it. In addition, to the standard CustomerFirst search engine, you may opt to use the full text search engine, TechSearch, which allows to you build your own Boolean searches and search the CustomerFirst database or search external documents. Your reps will access customer records quickly, easily, and respond to the next call in the queue. They will be able to record and link reports of the same or similar problems, and build a "common problems" knowledgebase. Therefore, better service will be provided by the information being made available to them to solve customer problems. CustomerFirst provides a flexible method for defining different methods for charging for support. You may be offering annual maintenance contracts without limits or expiration date contracts limited to x incidents or x hours of support. You can also allow customers to purchase "banks" of hours or incidents and CustomerFirst will decrement from these contracts as incidents and time are recorded. You also have the option of "pay as you go" contracts. CustomerFirst helps development By using a two-tiered method to track information, CustomerFirst offers a complete problem/defect tracking system for your software development department such as:
CustomerFirst helps professional services CustomerFirst helps you track your implementation, consulting, and training engagements. You can define contracts to track service days that are included with the purchase of your product, defined by a "work order" or are billed as you report time. The ability to break an engagement into multiple tasks with individual time estimates and completion dates will allow you to stay on top of consulting services to ensure they are completed on time and within budget. CustomerFirst helps management The benefits to management are clear: better overall tracking and analysis, improved customer service, and increased revenues and profitability.
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