Improve customer support with HEAT, Microsoft CRM and other CRM products

Studies show it takes 7 to 10 times more money to acquire a new customer than it does to retain an existing customer. The typical business loses 50 percent of its customers within 5 years.

On the plus side, a mere 5 percent increase in customer retention can result in anywhere from a 25 percent to 75 percent increase in profits (source: Bottomline Business 1996). Support software products help you keep your customer.

To help you select the right Customer Service product, Zemma Group analyzes not only your needs but also your customers'. How do they require support from your company? Do they need web-based, phone-based, or e-mail-based support, or an online knowledge base of some combination of these support options? We help you answer these and other questions.

Zemma Group represents, sells, services and supports the top-rated products, all of them configurable. Their basic features include auto-generate ticket/case numbers, open and closed issue tracking, call routing, searchable knowledge base, e-mail support, issue time and user tracking, RMA module, bug tracking, issue escalations and programmable workflow. (Learn about Sales & Marketing solutions.)

HEAT
HEAT, the support product from FrontRange Solutions, links with GoldMine, a powerful sales and marketing solution. HEAT was one of the first customer service products on the market. It's full-featured and can be used for supporting your customers or by your internal IT department to support your company. HEAT can also be integrated with many call center phone systems. Download a PDF for more information.

Sage ACCPAC CRM — Support
Sage ACCPAC CRM for Support links to Sage ACCPAC CRM for sales. It possesses many features required by customer service departments. It's also completely web browser-based, making it accessible from any computer that connects to the Internet. Download a PDF for more information.

Microsoft CRM — Support
Microsoft CRM Support is one of the newest support software tools available and links to Microsoft CRM for sales. Like Sage ACCPAC CRM, Microsoft CRM Support possesses many of the features required by customer service departments. It's also completely web browser-based, making it accessible from any computer connected to the Internet. Download a PDF for more information.

TeleSupport
TeleSupport can be used as a stand-alone without a sales and marketing database, or in tandem with either GoldMine or ACT. While TeleSupport is full-featured, it lacks some of the advanced workflow features of HEAT, Accpac CRM and Microsoft CRM. As such, it offers an extremely high value for its price. Download a PDF for more information. Download a PDF for more information.