Compare CRM VendorsCRM Vendor RecommendationsCRM Evaluation ToolsCRM Glossary

 

Zoho CRM Order Management










Zoho CRM Order Management

Zoho CRM includes the Customer Support & Service management (Help Desk) features, such as Cases (Trouble tickets), Solutions (Knowledge base), Case Routing & escalation through Workflow rules, and easy to deploy Web-to-Case forms for capturing customer-specific cases through Websites. In addition, you can also synchronize customer-specific e-mail messages as Cases from Microsoft Outlook mail client to Cases module in Zoho CRM.

Cases and Solutions functionality can be used to streamline your organization-wide Customer Support process and enable a better integration between Sales & Customer Support processes in a single system. Integration between Sales and Post-sales support management helps your organization in resolving the customer reported cases in a least possible time, thereby enhance the customer satisfaction and more cross-selling and up-selling opportunities in future.

Key Modules:

Case Management

  • Case DetailsTrack all the customer-reported cases end-to-end as per organization's customer support process
  • Generate cases through e-mail, phone, or Website using Web-to-case form. In addition, you can also add customer-specific e-mail as a case from the Microsoft Outlook mail client
  • Automate the case routing process using the Workflow rules so that all the cases are assigned to the right support persons in your organization
  • Set up case escalation process using the Workflow rules for a better case resolution and enhance the customer satisfaction.
  • Customize the Cases module as per your organization-wide customer support process, which includes adding more custom fields, modifying page layout through drag & drop customization, and changing the order of 360 degree views (related list views)
  • Customize the case-specific reports and dashboards

 

Solution Management

  • Solution Details Manage product-wise solutions (knowledge base articles) in an easily accessible centralized location for a better case resolution in the least possible time with the least effort
  • Periodically update the solutions based on your customers suggestions & feedback
  • Customize the solutions module to suite your organization-wide knowledge base requirements, which includes adding custom fields, modifying page layout through drag & drop customization, and changing the order of 360 degree views ((related list views)
  • Customize the solution-specific reports & dashboards