The customer service module of Legrand is one of the two optional modules of the package (the other being the item tracking module). Simply, it enables businesses to facilitate customer service functions from within a central contact management system. The module is designed to provide users with functionality relating to the creation and definition of a particular customer service issue which is assigned a ticket number, tracking correspondence (activity notes), calendar events and tasks related to the resolution of the issue followed by the issue being closed off.

Examples of business/industries utalising Legrand CRM's customer service module include;

Telephone Support and Helpdesk

Workshop or service centre Repairs

On-site service calls

On-site service calls

+ More

A summary of features include;

Flexible & customisable application - Almost all fields including the name of the module is user definable (i.e. it can be labelled to suit the terminology and application within your business)

Ticket Numbering - Automated ticket or job number generation (starting number can be defined by administrator)

Issue/Job Priority - Priority manager and instant view of days the issue has been open. Additional user fields can also be used to classify and priorities jobs

Assignment Management - Each issue or job is assinged to an account manager. In addition additional works or tasks can also be record against the job and assigned to other people within your organisation. The effect of this is that all works assocaiated with the issue/job can be easily managed is visible both while the job/issue is current but also for retrospective reporting or analysis.

Timer function – useful if job is on paid per hour basis or equally for internal time management functions

Auditability - Audit trail of whom the issue of job is assigned to, when it was created, what activities have (or have not) happend in association with it as well as when it was last updated

Centralised management and view of the status of a job/issue - ability to track all work relating to the issue including calendar events, activity notes (phone calls, emails and letters) as well as associated tasks

Reporting & analysis - quick and easy reporting to see at a glance job status, current, close and overdue jobs, jobs assigned to staff members. Equal reporting functions on closed off jobs (which can be reopened if required). This allows for retrospective analysis of issues or jobs

Compan & contact view of associated issues/jobs - company and contact view of issues or jobs related to them allowing users to see history relating to a particular contact or company

Link to product purchased (via item tracking module) - Ability to link issue or job to a product (via the item tracking module) which enables issues or jobs such as warranty or repair on a part to be tracked back to an specific product. Retrospectively, issue or job history for a particular item can be explored.

The module is designed on a basic premise: optimise customer service and satisfaction and increase profitability. In addition this module provides businesses with a practical an inexpensive customer service solution which is inbuilt to the contact management system.

A Ticket Number is automatically assigned when a new Customer Service issue is created. In addition to the Summary, Description and response fields there are 5 user-modifiable data fields that are available to classify & categorise this Service Issue. A Timer field can be used to track the total amount of time spent on the Customer Service issue.

Legrand CRM automatically creates an activity record when a Customer Service issue is opened, closed, re-opened or re-assigned to another staff member. Re-assigning a service issue to another staff member automatically triggers an email to that staff member to alert them that a service issue has been assigned to them.

Tasks, Calendar Events and Activity Notes are easily cross-linked to a Customer Service issue. What this means is that a detailed audit trail is created detailing how a particular issue is dealt with.

When looking at the Customer account in the company view you see an immediate overview of all the Customer Service issues that have been lodged by that particular customer and what the status of every issue is. Your sales people will no longer run into surprise confrontations when making a sales call to a customer, only to find out that this customer has unresolved complaints.

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