Does your business provide customer service in support of sales?
Does your business accept returned goods for credit or repair?
Do you operate a service business?
Do you furnish ‘Help Desk’ support?

If you answered ‘Yes’ to any of the questions above, then you will want to read further for the good news.

The immediate challenge is be able to capture the important information quickly, while the customer/client is on the phone.  Next is to be able to take action with no wasted effort, and move on to the next customer/client.  Ideally, you would want a system that can manage the details.  Now you can.

BestFit Business Manager (BBM) comes standard with the settings set for customer service in support of sales, but by changing settings you can customize the look and feel to match your business and current process.  Should you need it, a tremendous amount of information can be attached to each ‘Ticket.’  Looking at the screenshot below, you can see that each tab has specific information associated with the ticket.

We will only discuss a few of the tabs:

• Should you need to return an item to your supplier for credit, the ‘RMA’ tab has provisions for it. 
• Should you incur expenses in providing the support, they can be captured on the ‘Expenses’ tab.
• Documents of all sorts, associated with the ticket, can be attached on the ‘Docs’ tab, to be retrieved whenever needed.
• Under ‘Reps’ you can assign subcontractors or qualified employees to take action.
• You may want to include under ‘Reports’ the final ticket disposition to be sent to clients/customers.
• ‘Contacts’ would list people to be copied on progress.
• Of course, billing (where appropriate) is also included.

Keeping Track of Progress
A company’s reputation is only as good as how well it meets customer’s expectations.  The screen below shows a list of tickets and their status.  A manager can review the list regularly to see what progress has been made on outstanding issues.  A lot more information is to the right of the screen, and columns can be moved to suit the manager.

As each ticket is resolved, the resolution information is recorded automatically.  Reports can collect related problems for analysis and more permanent solutions.  Information you have never been able to collect will be at your fingertips.  You can move your performance closer to your customer’s expectations.

Billing Benefits
All of the benefits of ticketing, speed of response, tracking, overview, and management are substantial, but the ultimate benefit is the integration of billing with the accounting package.  Those actions which are billable can be processed directly into the accounting software for invoicing with a few key clicks.

Ad Hoc Ticketing
Up to this point we have inferred existing business relationships with the contacts who call.  With minimal client details, a service ticket can be generated to capture the essential service information and action initiated, with the balance of information to be added later.  Your speed of response will be phenomenal with such a system.

Adding to your knowledge base
In most businesses, information and knowledge is the most important and valuable commodity you can gain. The use of the contact center/ticketing system of BestFit Business Manager provides you with access to the past knowledge you used in solving problems and issues, which can be priceless. The image of expertise, projected to your callers, is immediate when you and your staff know what is needed to solve their problem because you are utilizing prior knowledge to quickly convey the answers.
For those new issues that arise, your staff can add the resolution to the knowledge base for future use with a few clicks of the mouse and then search that existing information store in the future to provide more answers. The built in work flow system has the ability to provide feedback to your customer and to vendors automatically. This alone can save hundreds of hours and thousands of dollars with our built in automation of ticket creation reporting and resolution reporting to the customer.
 
Automating your response
Some businesses have well known service scenarios.  They know, for the most part, what is likely to appear on their doorstep and what they need to do to respond to it.  They are perfect candidates for automating the workflow.  When a known issue arrives, the responder simply triggers the workflow assigned to that issue, and the pre-determined actions take place – with no delays.

How did you do?
If you don’t ask, your customers/clients will rarely volunteer that information.  So, built into the system is an easy to design (and use) survey which will find out what you did well – and what you didn’t.  Regular and consistent positive ratings give you real statistics for your promotional efforts.

There are many more features that you can use in the system. We have only outlined a few here, so contact us to find out how to turn your contact center into a complete Ticketing/Help Desk system that increases your revenue through accurate billing and increased productivity of your support staff.

Would you like to see BBM in action?
Sign up for the next BestFit Business Manager demo

Additional questions?
BestFit Business manager is much more comprehensive than this website can show.  You are certain to have questions that cannot be answered by perusal of these pages.  To insure that all of your questions get the answers they deserve, you only need click on the hot-link below to post an information request to our experts.

Click here to send an information request

BestFit Business Manager fully integrates with GoldMine and your accounting software to create a complete solution that covers all aspects of your business,  including, accounting, inventory control, sales, order entry, marketing,  purchasing, project management, e-commerce, point of sale, shipping and receiving, RMAs and more.  This fully integrated business system is a potent solution because of its non-modular design which enables you to enhance your business productivity significantly without ever having to purchase  any additional third party software applications. BestFit Business Manager a powerful yet affordable 'all-in-one' small business software solution right-out-of-the-box!