How to get the most out of CRM within Technical Support

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In this blog, we will walk you through how to get the most out of your CRM within Technical Support. CRM can be one of your biggest assets when it comes to technical support, since it stores information about every type of customer for your business, whether existing or new, it maintains a centralised database of their products and services and a history of their purchases and interactions with your organisation.

Capturing customer data and technical support queries.

A good CRM solution can also significantly reduce administration and data entry work for your technical support team, therefore, helping the department’s productivity and efficiency. Your CRM system organises and consolidates all contact information to give you a complete record of individuals and companies to understand your relationship over time better.

Capturing customer interactions with your business and surfacing the information you need allows you to have better conversations with your customers. You can see everything in one place by having a simple, customisable dashboard that can tell you all about your customer’s history, the status of their orders, any outstanding customer service issues, and much more.

Forging good relationships and keeping track of your customers’ technical queries and issues is crucial for customer retention, which is at the heart of a CRM’s function. An easily accessible view of a customer’s interactions provides your technical support teams with the background, product and contact information needed to provide excellent technical support, making it easier to anticipate issues and deal with complaints. This creates a more positive experience for customers who no longer have to endure the frustrations of being bounced around between departments and channels and re-explain their problem each time.

Service Level Agreements (SLAs)

Depending on the products and services you have sold to your customers, you may be required to treat queries and issues differently based upon product or services SLAs they have purchased or as part of a larger contractual commitment.

Having SLA information readily available and built into product / service specific workflows can make life much easier for your technical support teams.


Customised workflows set up for your technical support team can reduce fault resolution times and get the right information to the right teams at the right time. Some specific issues may require input from other departments and automated workflows can ensure that a ticket can be tracked and followed wherever within your organisation or third party organisations. These can be monitored and chased proactively to ensure that the customer is not having to constantly contact your teams to check on progress, but if they do, you’ll know exactly where the ticket sits within the workflow.

How CRM is solving the problem of Technical Support

ViewPointCRM software allows you to:

  1. Capture multiple contacts per account with their individual contact information.
  2. Build organisational structures to show which departments and divisions your contact is associated with.
  3. Capture multiple addresses per account.
  4. Track current service requests and review the completed ones.
  5. View purchase and service history.
  6. Capture multiple types of cases.
  7. Capture communication history.
  8. Track every step taken against any case.
  9. Capture notes/tasks against any account with customer details.
  10. Capture details, notes or tasks against any service order.
  11. Set reminders for follow-ups and/or appointments.
  12. Set reminders against other key activities or workflows
  13. Send product details and emails to customers.

To discover how ViewPointCRM can help you reinvent your technical support capability, contact us. You can also request a free demo and consultation.