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Service Suite
Profitable service teams go beyond solving problems. They keep customers coming back by making them feel good about doing business with you.
The CDC Software Service suite helps you cultivate brand loyalists by helping service professionals capture, manage, and resolve customer service and support requests quickly, while never losing sight of up- and cross-selling opportunities.
With the Service suite, any service process—no matter how complex—can be quickly and cost-effectively implemented, allowing all CSRs to resolve customer inquiries in a repeatable manner, speeding incident resolution and improving customer satisfaction.
The CDC Software Service suite helps you achieve measurable business results:
Decrease Costs
Reduce the cost of serving customers by providing intuitive, web-based self-service that offers convenient access to the information customers require and by automating service request processing, escalation, and resolution.
Increase Revenues
Capitalize on revenue-generating opportunities by enabling service reps to easily enter leads, capture orders, and manage literature fulfillment requests.
Reduce Training Costs
Enhance efficiency and simplify employee training with an intuitive user interface and automated workflow that streamlines issue resolution.
Provide Multi-Channel Interactions
Give your customers convenience and choice by providing online chat, e-mail, fax, web collaboration, phone, and Voice Over IP (VoIP) interaction capabilities. A common data repository ensures all agents can work together to track and resolve customer requests across multiple channels.
Increase Customer Satisfaction
Deliver a superior customer experience cost-effectively by offering personalized online support materials, routing customers to the best resource to handle their request, automatically identifying and escalating requests that might compromise service levels, and ensuring exceptional treatment for high-value customers.
Maximize First-Contact Resolutions
Ensure response consistency and eliminate duplication of effort with a searchable full-text knowledgebase that gives service representatives all the information they need to fulfill customer requests.
Implement the modular applications in the Ross Service suite one at a time, or all at once. Applications within the Ross Service suite include:
Capture, manage, and resolve customer service and support requests across multiple channels.
Synchronize service efforts for greater productivity and customer satisfaction.
Cost-effectively communicate with customers and give them 24 x 7 access to support resources and other information.
Give field-service personnel access to the information they need to provide exceptional service while on the move.
To access a wide range of downloadable content on the Ross CRM applications, please visit the System Overview Data Sheets section on one of our industry-specific resource libraries. And please remember that regardless of your specialty as a process manufacturer, we would like nothing better than for you to talk to a current client whose business falls in your area of expertise or have you contact us directly with any questions.