The Secret to Turning Your Customers into Raving Fans? 

It’s Technique, Not Technology

“Customer Relationship Management isn’t a piece of technology you buy – it’s something you achieve.”   - Entellium CEO Paul Johnston

The worst thing to happen to “Customer Relationship Management” is that it became “CRM” – an impersonal acronym for a product companies sell, without regard to how well it achieves the original objective of bringing you closer to your customers.  Predictably, CRM has become more IT-oriented around features, functions and integrations rather than helping your customer service reps deliver an outstanding customer experience.  It’s become about the technology.

That’s where Entellium eCustomerCenter comes in.  Our solution is optimized to enhance the service techniques that enable you to keep your customers happier and longer.

Entellium believes that every business, without fear of complexity or cost, should be able to deliver a world-class customer support experience that increases customer satisfaction and loyalty.

All the Technology You Need – Enterprise-Sized Budget Not Required

Yes, all the technology is there – everything from workflow-powered queues, multi-channel support options, and alerts when you’re in danger of not meet your service level standards.  So what’s the Entellium eCustomerCenter difference?  You don’t need a FORTUNE® 1000 sized-budget or IT department to deploy it.  It’s ready to go for businesses of any size.

Look at the Customer Experience Each Vendor Offers Its Own Customers

Entellium of course is the ultimate case study for the power of Entellium eCustomerCenter – it’s what we use internally to support our thousands of subscribers around the globe, and to ensure compliance with our aggressive SLAs.  So how well are we doing?

"We've used Entellium's free live chat support at all hours of the day and have always been able to get an answer.  Entellium provides great customer support. We couldn't be happier." - Taylor Mayo, Weboffice

"The customer support [from Entellium] has just been amazing.  We had a representative assigned to us who helped us quickly learn the software, populate our database and set up customizations for our needs.” - Bobbi Leach, PortoLynx.com

“[Entellium’s] free support after the sale has been fantastic.” - Lynn Shively, Junxion

“[Entellium’s] support model was superior to all others.” - John Meaney, Milestone Group

“The entire Entellium team – from trainers to account managers to the help desk have always been quick to respond and very helpful.” - Mitzi Graham, Screenplay

Entellium eCustomerCenter in Action – Keep Customers Happier Longer

• Nothing Falls Through the Cracks - With an unlimited amount of service queues, you determine how incidents flow through your company. What’s more, you can define routing rules for each service queue to automate how incidents are handled, ensuring high-priority incidents are dealt with first.
• Optimize Resources. Allocate roles and users to work on queues that optimize skills-matching, so each service rep works most effectively.
• Sound the Alarm As Deadlines Approach. Define alerts and notifications within Entellium to ensure incidents are responded to within service goals. Set alerts for specific incident or customer types that integrate seamlessly with Outlook and SMS text messaging.
• A Custom, Branded Environment -  Give each one of your customers their own Personal Support Page, with their brand front and center – it’s an easy way to show how customer-centric you are.
• Encourage Self-Service - Your customers can see all of their open incidents as well as their status, all in real-time, so they don’t have to wait for an email or place a call.
• Get a 360-Degree View - Complete access to Account details, related Contacts, open Opportunities, Sales History, Incidents, and Leads.

Want to know more about Entellium eCustomerCenter, and how it can transform the experience you deliver to your customers?  Please contact us for a no-pressure demo.  We truly want customers, not hostages and we’re an easy-going team.  We honestly believe in our products – that’s why we use them internally, don’t require contracts and have priced our solutions affordably for any size business.  Make it easier on them, and in the end, you’ll have made it easier on you.

Scroll over the icons below to learn more about other Entellium eCustomer Center features:

 

Best of all, Entellium's products are backed by the Entellium Guarantee - so there's no more guesswork about what happens after the sale!

 

More Powerful Service Features:

Knowledge Base - Resolve Common Incidents Faster and Use "Smart Updates" to Stay Current

• Service reps can search, submit questions, post articles and expose the knowledge base across the service organization to solve common incidents quickly
• Easy to use and delivers systematic knowledge transfer inside the organization
• With "Smart Updates" any incident can be used to create a knowledge base update - hands-down the simplest way to publish new material and ensure your knowledge base is always up to date.

Entellium is the only CRM company that offers sales and customer service automation modules separately, to help you reduce costs

• Each module has a portal view into the other - you get a full 360-degree view, for less
• The two modules are completely integrated, with no compatibility issues
• Different people within your company can have a different mix of modules based on what they do

Questions? Call Toll-free 24 x 7 : 1-800-539-9973 or

Personalized customer service automation support pages - so you can deliver a unique support experience

• Provide every customer a branded support page as the basis for all communications with them, enabling greater customer self-service
• Allow your customers to submit service incidents online and receive updates and notifications
• Deliver individual service level standards to each of your customers

An intuitive user interface - which means customer service reps are more efficient

• Reduced training times - customer service reps are proficient in a matter of hours
• Modularity improves usability, since service reps only see the screens and functions they need for their jobs - say goodbye to "tab fatigue"
• Workflow automates customer service processes with less manual intervention than any other solution, saving you time and headcount.

Multi-channel customer service automation - communicate with customers according to their preferences

• Interact with customers via the web, email or by phone, and route incidents according to established rules
• "Instant message" with customers to quickly and affordably resolve incidents

Questions? Call Toll-free 24 x 7 : 1-800-539-9973 or

Queue management - simplify your customer service automation processes and speed response times

• Create an unlimited amount of customer service queues to determine how incidents flow through your company
• Define routing rules for each customer service queue to automate how incidents are handled, ensuring high-priority incidents are dealt with first
• Allocate roles and users to work on queues that optimize skills-matching and deployment
• Define permissions within customer service automation queues to complete ad-hoc routing and management overrides

Customer service automation reporting and business analytics - to run your business smarter

• Optimize service operations with pre-built reports, along with event and activity-oriented reporting options
• Run reports with your service data directly from within Microsoft Excel®
• Use dashboards to view your daily position
• Build your own report templates to track progress and identify trends that matter to you

Full customer service automation customization - so easy, you can do it yourself

• Add unlimited custom fields that reflect how you do business
• Import, search and report on all custom fields
• No hidden costs

Questions? Call Toll-free 24 x 7 : 1-800-539-9973 or

More Benefits of Entellium eCustomerCenter:

• Customer service incident and request management - to streamline customer interactions via phone, email and your website and auto-respond to incidents when appropriate
• Definable customer service automation alerts and notifications - ensure customer service incidents are responded to within service goals. Set alerts for specific incident or customer types that integrate seamlessly with Microsoft Outlook®, Lotus Notes ® and SMS text messaging
• Your brand comes first - personalize Entellium eCustomerCenter to fit your branding guidelines with a custom theme and corporate logo
• Easy integration with other systems - use our open source integration toolkit to maximize efficiency
• Fully customizable customer service automation - tailor Entellium eCustomerCenter to your business
• Full support for computer telephony integration - customer service automation that identifies callers instantly using screen pops.
• Free global support & training
• Supports full internationalization