CRM Module

Our CRM Module simplifies the process of tracking customer interactions in your ERP system.

Customer satisfaction and operating margins are dramatically enhanced with the Seradex CRM module. This module processes CRM calls, parts, labor, quotes, warranty, purchase orders, work orders, repair scheduling, manufacturer charge-backs and customer billing. And best of all this is done in a completely integrated system in real time.

Open CRM calls can be accessed instantly by customer name, phone number or ticket number. Once the call is displayed, all relevant information pertaining to the issue is displayed. Any activity on the CRM order is time/date stamped and fully audited for management control.

Overall, the system is very easy to use. Staff may be manually assigned individually to CRM tickets or you can automate this! At the end of each day, the system can automatically schedule tickets by priority, route or request date. This maximizes the use of your staff and increases the number of customers that can be served daily.

Automatic reminders alert CRM representatives when customer and follow-up goodwill calls are due. Representatives will know immediately when a customer's part has arrived, a CRM date has been set, or the order has been completed. The system ensures that all your customers receive the optimum CRM levels.

CRM Module - Our Solution

• Automatically manage follow-up calls and scheduling
• Automatic warranty billing to correct parties, such as, vendor, customer or extended warranty provider
• Quality assurance and analysis reporting by product, issue type, vendor or technician
• Customers can log issues and track issue status over the web
• Issue and manage Return Material Authorizations (RMA) no's
• Link associated tickets
• Attach electronic documents to the CRM Ticket
• Link a CRM ticket to a Bill To and/or Site
• Create Work Flows by Incident Type
• Link a CRM Ticket to a Bill To and/or Site
• Search and attach a CRM Ticket to a product and optionally a serial number
• Create CRM Contracts and associate a CRM Ticket to a contract

CRM Module Benefits

• Streamlines the tracking and management of customer issues
• Employees are held accountable for turnaround time and quality
• Technicians will be able to view their workload and plan accordingly for optimum efficiency
• Problem products, vendors or employees will be quickly identified
• Centralized problem knowledge database for quick diagnosis
• Escalation of outstanding problems based on exceeding time to resolve
• Problem products, vendors or employees will be quickly identified
• Full integration to accounts receivable, vendor receivables, accounts payable and general ledger

The CRM Module integrates to all of our supported accounting partners including ACCPAC, Great Plains, BusinessVision and QuickBooks.

For a whitepaper on these issues please see: CRM Module WhitePaper

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