CRM for Customer Service & Support

Make your customers wonder how
you got to be so good

Everything you need to track, manage, and resolve customer service issues quickly and easily. Your team and your customers will thank you.

Service Highlights

Unified Information
Empower Customer Service with the background information they need for resolution-focused conversations. Capture email, phone, web and even Sales data points to provide a complete case history of origin, severity, priority, status, previous communication and all related documents.

Case Management
Easily raise resolution tickets, complete with case numbers, product categories, assignments and other details that are fully searchable for quick access. Use alerts and notifications for faster response time and escalation of more serious issues to subject matter experts.

Central Knowledge Base
There’s no need to reinvent the wheel when you can share details on successful incident resolution, frequently asked questions and detailed product information with your Customer Service team and customers in a searchable online library.

Customer Self-Service
Reduce administration and improve data quality by giving customers access to your database and select fields. Customers simply login via a web portal integrated with Maximizer to update their contact data and view service case and order status.

Computer Telephony Integration (CTI)
Detect and display corresponding records, capture critical client history and improve call accuracy for both inbound and outbound calls.

Service Level Insight
Track team performance across key metrics with pre-built dashboards and customizable reports, plus use the intelligence to improve service levels and speed of response over time.

Resolve Cases Faster

Reach new levels of service productivity with every communication neatly organized in one place.

Case management

Master the daily influx of support and service requests. Create and manage a case with instant notifications. Track trouble tickets by urgency and severity. Prioritize agent workloads with queuing and routing tools.

Track interactions

Store contact info, notes, and documents in one place for easy access at any time. Do a quick search by company while on the phone, and recall favorite searches at a click.

Knowledge base

Resolve cases faster with instant access to similar case resolution info. Recall other critical information, including notes, forms, manuals, FAQs, and SLAs while in the field or on the phone.

Single screen view

See only what you need to see. Add and customize new fields to capture critical data points. Personalize who can see what with role-based security privileges.

Improve Team Productivity

Empower your team to deliver service excellence in the office or on the fly.

Standardize Multi-step Solutions

Standardize processes and promote best practices with customized action plan templates. Apply to any user, opportunity, or service case.

Email Integrations

Drive productivity and success by tracking contacts and email communications inside a single application. Sync Maximizer CRM with Outlook and Gmail using our pre-built integrations.

Mobile CRM

Take your sales data wherever you go. Field agents can manage calendars, prepare for meetings with a graphical dashboard view of chosen metrics — and much more, in the palm of their hand.

Powerful search & filters

Shrink your data mountain to a molehill with our wide-ranging search criteria and filters designed for sales, marketing, service, and support. Save favorite searches for quick recall.

File Attachments

Find a specific document related to a record without searching your entire library. Attach a file to an address book contact for easy retrieval — or hyperlink to articles stored in the cloud.

Increase Customer Retention

Boost customer loyalty with efficient & timely resolution of every case.

Alerts & Notifications

Stay on top of your team with trigger notifications on data capture fields. Know the moment you land an opportunity or when an account changes territories. Never forget a birthday, anniversary, or follow-up call.

Email Automation

Manage email campaigns and announcements from the campaign module. Send to one person or your entire list. Personalize messaging for higher open and click-through rates.

Task Management

Enhance team productivity and responsiveness with dynamic task management tools. Filter tasks by priority and shift less urgent tasks to balance workloads.

Email Templates

Look pro and save time with branded email templates for simple announcements or whole campaigns. Include signatures and custom fields. Insert headers and footers to customize your brand’s look and feel.

Drive agent efficiency & customer success

Achieve a 360-view of service performance to drive agent efficiency and customer success.

Customer Service Dashboards

Get snapshots of service responsiveness with graphical dashboards and reports. See ticket resolution times, outstanding cases, and customer success across teams, agents, and departments.

Call Logging

Identify top performers and those in need of coaching with automatic call logging. See who your reps called, along with call date, time, and length at a glance. Plus, capture call details in keyword-searchable notes.

Maximizer CRM