Aptean CRM - Customer Service Software

CRM Improves Customer Service and Resolves Issues Faster

Aptean CRM gives your customer service team all the tools and information they need to resolve issues quickly, deliver accurate solutions and maximize productivity. You can track cases and change requests, reference knowledge base articles, assign and escalate cases, manage service agreements and more within an intuitive interface.

Aptean CRM’s interactive customer service reports and dashboards let you drill into the details of your data, while powerful searches and filters streamline the process of getting the right information to the right people.

Case Management

Resolve issues quickly with Aptean CRM’s case management and tracking solution.

• Track the progression of your cases, from intake to resolution

• Prioritize, assign and escalate cases

• Track change requests

• Measure performance and trends with powerful customer service reports and dashboards

Change Requests

Identify change requests, ensure quality and present solutions to issues with Aptean CRM’s case and change request tracking capabilities.

• Utilize change request tracking in conjunction with case management to identify and resolve enhancements and feature requests.

• Categorize change requests and related cases by priority, status, part, product and more

• Create notes, add attachments and assign reps to resolve the change requests

• Establish standardized solutions to common issues

Knowledge Library

Make it easy for your service team to find the information they need to resolve cases quickly. With the Aptean CRM knowledge base, you can collect and share product expertise and information from one central database.

• Store and categorize information such as FAQ’s, instructions, manuals and guides

• Search by keyword or category grouping

• Email files and attachments from directly within the knowledge base

Efficient Asset and Contract Management

Keep track of customer agreements and product purchase history with our streamlined asset and contract management functionality.

• Maintain a log of all products you’ve sold to a customer

• Associate a product or customer to a support contract

• Build support time into contracts and keep track of how much time is used and available

• Stay on top of contract renewals and deadlines

Customer Self-Service Portal

The Aptean CRM customer Portal delivers 24/7, convenient access to CRM data, such as customer service cases, product information, FAQs, articles and more. By simply logging in, customers can find the information they need, whenever they need it, without having to contact your business.

• Cut down on customer service requests

• Satisfy your customers 24/7

• Secure and simple login process

• Knowledge library accessible through customer portal