Customer Relationship Management (CRM) vendors provide computer applications to assist dealers with managing information about their customers' needs, satisfaction, and preferences. Here is a comparison of service and support features for CRM systems.
Service and Support CRM Summary Definitions
Create and manage personalized email campaigns and the allocation of customer service inquiries.
Collect, consolidate and analyze customer service data.
Service Request Management
Capture, qualify, assign, and monitor all types of customer inquiries including walk-in, telephone, email, Web, and wireless.
Maintain quality, up-to-date database content for customer service history.
Access to past and current data for real-time comparative analysis of service activities.
Traditional & Mobile Access
Support access from any customer’s communication device to schedule service, get service status, process payment, and access customer data.
Intuitive, easy to use service scheduling and status reporting for customer use.