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Support
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The BlueWhaleCRM Support Module allows your support team to efficiently and effectively
meet all service obligations. By utilizing the BlueWhaleCRM automated workflow management,
you will be able to route support requests and tasks to the correct people and departments
in the time required.
The dynamic data features of BlueWhaleCRM, paired with the automated workflow engine,
enable you to streamline your support processes and concentrate on fulfilling your
customers' needs.
The Support Module of BlueWhaleCRM enables you to track and manage the entire support
process from reporting of issues to troubleshooting, to closure, to adding solutions
to your knowledge base.
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Contacts & Accounts
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Contacts and Accounts in BlueWhaleCRM are used to track relationships with your
customers. Accounts are used to hold information about the accounts with which your
organization communicates, and contacts are the people associated with those accounts.
While contacts can be associated with accounts, they can also stand alone by themselves.
The Contact & Account Management portions of BlueWhaleCRM enable you to enter
information about these items to be accessed globally by your entire sales and support
teams. The Contact & Account screens enable you to see all of your interactions
with these people including Opportunities and Cases, notes, attached files, and
mail, giving you a 360 degree look at your customers.
BlueWhaleCRM's mail template functionality enables you to send HTML emails based
on pre-defined templates and dynamically include information from the Contact &
Account records.
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Case Management
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The BlueWhaleCRM Support Module allows your support team to efficiently and effectively
meet all service obligations. With the support module, your users can:
- Create support cases with customized data.
- Add notes to cases to track progress and share information.
- Send e-mail statuses to your customers.
- Set automated dispatch rules to route cases to specific queues for dispatching.
- Establish automatic escalation rules for each case based on specific criteria that
you define.
- Automatically post solutions to your knowledge base for sharing throughout the organization.
- Add assignable tasks to cases, which can be exported to Outlook.
Additionally, Cases in BlueWhaleCRM can be used for internal obligations. By
using the customized drop down list functionality, you can configure case types
to track HR tasks such as new hirings and terminiations, or IT Change Management.
Combining these features with BlueWhaleCRM's audit trail will help your company
stay compliant with Sarbanes-Oxley and other regulations.
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Reporting
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A CRM system is only as good as the data you can get out of it. That’s why we’ve
built an extensive ad-hoc reporting engine into BlueWhaleCRM. The reporting module
has over 35 pre-built reports, each allowing your users to define custom criteria,
select custom output fields, and save the parameters for running the reports at
a later time. This means you can customize reports to look at each of your sales
people, support representatives, top accounts, or anything else you need, and you
will have access to these custom reports with a single click. After running the
reports, BlueWhaleCRM enables you to export the reports in spreadsheet or word processing
format for offline access. As BlueWhaleCRM is a completely data driven application,
delivering custom reports to your users is as simple as writing the report and inserting
it into the database. It will then be available to all users in your organization.
Additionally, BlueWhaleCRM's MS SQL Server architecture and relational data model
make connecting to external reporting tools a snap. SQL Reporting Services, Crystal
Reports, or any other commercial reporting tool can easily be hooked into BlueWhaleCRM
to take data analysis a step further. By using CUBEs through various OLAP based
tools, full analytics can be obtained based on the information captured in BlueWhaleCRM.
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Purchase BlueWhaleCRM
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Shop the TechWhale store for offers on BlueWhaleCRM and support programs.
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Shop
Now
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Live Demo
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Try BlueWhaleCRM out for yourself with our live, online demonstration.
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Learn more
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Support
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Registered users click here to access TechWhale Support.
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Support
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Partners
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Interested in becoming a reseller or VAR?
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Learn More
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GoDaddy
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