CRM Technical Service — Why this is CRITICAL!!!
Technical Service may not be a household phrase. In fact you may not hear it very often in server rooms or data centers. Technical Service is fast becoming EXACTLY what you need when you are figuring out your CRM. Check this out…… We are all familiar with Technical Support. This is when you call a help desk and someone on the other end with a paper clip holding their eye glasses together and a pocket protector loaded with pens, pencils and a tire gauge asks you to recite the algorithms your programs are running. At this point you either do one of three things. You either tell him that you don’t know? You ask him how you can tell? You say, “How should I know? That’s why I’m calling you.”
Conversely we all have experienced Customer Service. Yes, we know it all too well. This is the person who will answer the phone and robotically take your name, contact number, computer model, software name and revision before asking you what your issue is. Some users question whether this person actually knows the difference between a mouse and a keyboard. More importantly, they could care less that you lost three hours of productivity because of this issue. So you methodically answer all of his scripted questions only to hear those 11 words we all dread, “I will have to transfer you to Tier 2. Please hold.”
Let me introduce Technical Service.
WOW! What a concept. An empathizer, a fact finder, an educator and a technical genius all in one.
This is what you need and deserve when sifting through your CRM. Your CRM provider needs to have well educated caregivers. This is the foundation of Technical Service. You need people who can understand YOUR aptitude and gauge solutions around that. You need someone who can understand the big picture without getting stuck in the deep weeds. You want someone who can get excited about your vision and will work you to design a road map to help you get there.
When evaluating a CRM, evaluate their Technical Service.
CRM support organizations promise a certain “SLA”, or a guaranteed response time. Let me make something clear. If you promise me that you will respond to me in one hour and on the 59th minute you call me and robotically take my information and then utter the 11 word taboo, that is not service. That’s pretending. At Soffront, we live and bleed Technical Service. We don’t pretend….and that’s my too cents! -Article contributed by Joe Hofman, Soffront Technical Support Manager.