Tracking Customer Service Calls - Looking For Software Recommendation

AIMS member Robert Mendelson from Select Blinds Canada is looking for some help... 

We're looking for software that can help us keep track of customer service calls: keep track of issues with orders, scheduling call-backs/follow-up's, generate reports revealing trends (e.g., this product seems to have an abnormally high rate of problems), etc. Suggestions?

Anyone have any recommendations for Robert?

Comments

[Oliver Bendzsa]

Hi Robert:

Couple of suggestions. When I was at a small startup we evaluated two options: 1) build it ourselves; 2) buy an off-the-shelf solution.

As to option #2, we did lots of research here and really liked Right Now Technologies http://www.rightnow.com We did a lot of evaluation and decided that our business processes (and the the data that we needed to collect) were changing quickly so an off-the-shelf solution probably wouldn't work. The cost would be too high and time to get it to work would be too long.

We opted for #1 and built an e-mail / telephone call support system using a Web-based content management system. We were lucky to have inhouse talent to design and build it. When the company folded, the guys went on to form a successful consulting company, you can check them out at: http://www.lixar.com

[Srinivas Endra]

We are rololabs, based hyderabad. We provides manpower to Oil&Gas,..etc companies to any country.

Email me at : srinivas.endra@rololabs.com