Deliver competent solutions with Solastis CRM for problem management
Create a case for every problem and fix them systematically when you implement Solastis CRM for problem management
What are the immediate benefits of using CRM for problem management?
Create a ticket for every problem automatically
Every time your customers raise an issue or report a problem, a case is created automatically in Solastis CRM
Classify problems according to their features
Sort the problems according to the solutions they may need by separating with ‘organizational unit’ tool
Standardize the problem resolution by following orderly steps
Use the sequential task management tool in Solastis and establish a step-by-step process for solving problems to minimize errors
Why should you consider using Solastis CRM for problem management?
Solving problems efficiently and quickly should not be a Herculean task every time. You could benefit by establishing a standard approach to resolve the most commonly occurring problems. Solastis CRM for problem management has a sequential task management tool to create orderly steps to deliver solutions. Let’s say; a customer has reported a problem. You first create a ticket for it in Solastis. You can then resolve it step by step from defining, categorizing, detecting the cause, prioritizing, investigating, analyzing to solving it. Finally, you can log the solution in the CRM to close the ticket efficiently.
Features of Solastis CRM for problem management
Use the sequential task management tool in Solastis CRM to have better control over the problem-solving process
- Create a case for every problem and divide it into logical tasks and know the steps to take one after the other
- Spot at which stage you can improve
- Create checklists after every step to make sure all the required tasks and activities have been done
Categorize problems according to their characteristics
- Use the ‘organizational unit’ to classify the issues according to their characteristics
- Apply the organizational units to authorize the right person (automatically) to solve the problem. For example, you can separate problems according to iOS, and Android. Here iOS can be an organizational unit
Implement reporting and analytics tools in Solastis CRM for improving problem-solving
- Identify bottlenecks and take the measures to impove
- Forecast occurrence of any problems and solve them beforehand
- Test changes based on the metrics and see if you have fixed the problem properly before delivering the solution to customers
What is problem management? How can you get better results by using CRM for problem management?
Consider this scenario: A customer has bought your app recently. It kept freezing every time she tried to open it. In such an instance, she can report the problem to the app developers. The developers will identify the root cause of the problem and resolve it as fast as they can.
As you can see, problem management aims to eliminate any ongoing or expected problems. Ideally, it should also prevent the problems from occuring again. By implementing CRM for problem management, you can identify and document the origins of the problem. You can create a process for problem-solving in CRM system and store it for future reference. In this way, Solastis CRM can ensure that you have better control over problems and solve them systematically to offer better service to your customers.
Notably, as compared to tickets for sales, tickets for problems are created more frequently. So, using CRM is all the more imperative if you want to satisfy your customers.
An Advanced Case Management platform using which you can digitalize any business processes. Create multiple case types for separate business processes.
Create sequential steps in your case.This ensures that the Case is moving in an efficient and predefined order. You will also know exactly where case is stuck.
You can assign each task (within a case) to a different employee based on his skills. Automatically assign these tasks to CRM agents.
Solastis CRM provides rich functionality to design authorization roles to suit your exact needs. Full flexibility in defining objects as well as roles.
Emails are perhaps the most important aspect of a CRM system. Solastis CRM provides full email integration. Never miss an important update.