Light Resources

FREE 30
DAY TRIAL

A Service Desk as a single point of contact for your business gives you a feeling of security (and possibly relief)

Service Desk
A Service Desk as a single point of contact for your business gives you a feeling of security (and possibly relief)

The service desk is a concept that has been used almost forever by the IT industry to record and track all incoming incidents or service requests. It has proven to be the most efficient way to facilitate and integrate the business processes into the IT service management structure. It is also known as a help desk or even a front desk. Now it has been adapted into the CRM and used by many other businesses in an array of industries. It is most effective because it acts as a single point of contact into a business to record every incoming enquiry whether this has been received as an email, a phone call or a web enquiry.

It is assigned to the appropriate person who then updates the progress of the enquiry and marks it as completed after it has been dealt with. This tracks and records all incoming interactions into your business giving you a feeling of security (and possibly relief) that everything is being taken care of.

The good news is that the person assigned to handle the incoming enquiry can just click to action, click to view, click to read the contact’s history, click to call and click to send an email. OK, they will probably still have to type the email😊, but in any case it’s simple to use.

Notifications can be recorded in the service desk both internally and also directly from your website, even from a link sent out in an email. With almost no installation or development the form can be made available on your website. It can be used on your contact us page, to log a request for a service/s from your customers and especially for customers to upload a purchase order (just a matter of priority here😊).

If your goal is to improve and manage your customer experience then you will be happy as well. Because, when your customer completes the secure message form they will receive an onscreen confirmation and then an email as well, recording the details of their request. These positive confirmations are great as they give your customer a feeling of assurance as they will know their request will be actioned.

You are always kept in the loop as well because a copy of the email confirmation is sent directly to you so that you know it has arrived. At the same time you can instantly evaluate the level of priority required for your response.

The best part is that you will not even have to add their details into your database as this will all happen automatically. And of course, if they are an existing customer their message will be automatically matched to their existing records and an update logged on their individual timeline making it simple to follow up and to action.

Notifications added internally in response to emails or phone calls, will also automatically send a positive and reassuring confirmation to your customer so that will know that you have understood their request. This is especially great even when taking a phone message for a colleague, because there is no paper involved which might get lost and the message won’t get misplaced amongst a pile of other emails (some of which will be important and some others which are just irrelevant).

This simple to use tool will make such a marked difference to your business, to your brand and to your perceived level of customer service. Your communications with your customers are positive confirmations that you are looking after them. You too will have huge peace of mind because you can quickly and easily attend to your customers incoming requests, seeing everything in one place and knowing that it has been actioned. The response will be an affirming and positive increase in your sales and profits along with the quiet satisfaction that it has all been achieved with a minimum of effort.

Leave a reply

Please solve logic question to submit a comment * Time limit is exhausted. Please reload CAPTCHA.

Why not try for yourself? Get started in 60 seconds!

Want to know more?

Contact us today for a FREE trial and start saving time using the software to replace multiple programs with one.
Click here to send us a message!

Be in the know

Sign up for training tools, industry updates and all the latest from Light Degree

CONTACTS

This is the cornerstone of your CRM – your connections, your contacts, your customers, your suppliers. It all revolves around the people you know and are connected with.

As you build and grow your relationships with your contacts you are able to develop a loyalty between you and your brand. This will directly translate into increased and improved business performance.

List all of your contacts and companies you do business with and link them together. Add log entries to record all your interactions.Wherever you are, you are always connected with your contacts, you can make any updates, record notes and access information or files.

×
TASKS

Create and allocate tasks. These automatically sync with your calendars on any media device and set automatic reminders.You can assign a team member and a contact or a group of contacts to a task.

A collection of tasks, referred to as a case, is an ideal way to manage a project or a series of events that are required in your business. By sharing the case everyone associated with the project can monitor it’s progress. They will be able to see when the project is started, whether it’s ‘on track’, ‘overdue’ or ‘completed’.

×
GROUPS

Groups are like a saved of your contacts.

This is a really essential tool, by being able to categorise your contacts into different groups means that you are able to identify the contacts that you want to work with at any time.This might be because you want to visit all of your contacts in a specific postcode or town or you want to email a special offer to different types of contacts.

×
DOCUMENTS

Having your documents in one place together with your CRM makes perfect sense. Our documents feature allows you to store and share files relating to a specific contact together the contact details.

Your sales team will always access the most up to date sales support material. There is no need to backup your documents any more as we take care of this automatically for you. You have reassurance and peace of mind when using our document feature because we use the same advanced security level when storing your documents as every else in Light Degree CRM.

×
E-MAIL MARKETING

At the heart of every business is the customer and it is imperative that they feel valued. They appreciate being kept up-to-date with the latest news, promotions, events, reminders or simply to stay in touch.

We can tailor make e-mail campaigns to suit your business. Reports and full campaign analytics are generated automatically. Preview messages, see who is opening them and what interests them so that you can send them further information. All templates are optimised for mobile devices for quality viewing.The campaign size can grow as your organisation does,with a strong emphasis on expanding your brand, it will give your business an amplified appearance of online presence.

×
EVENT REGISTRATIONS

Even when remote from the office you can have a complete overview of all event details. An accurate count enables you to manage marketing strategies and facilities. New events created will automatically appear on your website, enabling customers to register immediately. All registrations will instantaneously be added to your event and contact book.

Make sure your attendees and exhibitors have all the information they need. It’s simple to send message reminders of event details or any last minute changes. If you need to share documents, these can be uploaded ready for your event managers to download.

×
ADMIN

Each user can adjust their own settings, including setting up a social login (using Google or Linkedin) so they can just click and login with details they are already familiar with.
Admin users can manage other users, change the way the contact information is displayed and create custom fields or tags to categorise contacts.

×
REPORTS

Reporting gives you an overview of everything that is going on in your business. It helps you to focus on what is important rather than just getting lost in all of the detailed information you have in your CRM.

We offer an extensive range of reports to be sure that you can get the best information to manage and operate your business. We specialise in reporting on sales activity for individuals and teams.We even add another report every time you add tag (or custom field) to categorise your contacts. So you will always have the information that you need to build and increase your sales.

×
OPPORTUNITIES

A great way to be remember to follow up on all of those quotes that you have prepared and given to customers and potential customers, is to enter these as opportunities into your CRM.

By adding them as opportunities you can check on the progress, right from the time you prepare the quote, through to when you receive an order or send an invoice to a customer. Once entered into the application you will be reminded as the date approaches, when you anticipate the order to arrive. This means that you can follow up with the customer if necessary to assist the process.You can add other potential quotes or opportunities to your list as you identify these so they will tracked and followed up as well.

×
CASES / PROJECTS

A great way to work with other people or for using as a simple check list of things that need to be done. Track all tasks to be completed and see the overall progress of the project. A collection of tasks where you are collaborating with other team members like this is referred to as a ‘case’.
It can happen like this…
– You need to prepare a quote and need someone to prepare a drawing and someone else to get pricing from several suppliers first
– You are working on an event where several people have to complete different tasks to make it happen
– You need to advise a customer and have to call in expert advice first
– You are working on a project and everyone in the team needs to know where the others are up to and the progress overall

×