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
Email Management
Create and manage personalized email campaigns and the allocation of customer service inquiries.
Knowledge Management
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.
Account Management
Maintain quality, up-to-date database content for customer service history.
Historical Reports
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.
Self-Service Reporting
Intuitive, easy to use service scheduling and status reporting for customer use.