With online case management, users can view existing cases, manage confidential information, add comments, close cases and reopen cases online.
With Microsoft Dynamics CRM, users can keep track of customer requests and issues by creating support cases. These tickets provide incident-based tracking for issues that may arise from your customers, whether they are external or internal. It is designed to track the process from the initial intake of an incident, tracking the details throughout the remediation process and through final resolution.
Then, Microsoft Dynamics users can assign cases to CRM users or teams. For more powerful automation and collaboration, cases can also be added to queues. Utilizing queues can result in more efficient case distribution and resolution. When a customer contacts support with a question or problem, users can quickly check if there is an existing case or open a new one and start tracking the issue.
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Salesforce’s case management feature allows users to view and edit service cases from anywhere. Users can easily escalate cases to subject matter experts so they can deliver accurate answers to the customer.
In the contacts tab, you begin with an overview of recent contacts, standard reports, and various back-end tools. From here, users can enter specific contacts and view a comprehensive profile that includes social media information, activity and campaign history, along with connections to specific accounts or companies. The account associated with each contact has its own page that lists basic information about the company, contacts within the company, open activities and opportunities. You can navigate to any of these sections with one click.
SugarCRM offers real-time dashboards to display case information across your enterprise. Users can customize charts and reports based on industry-specific KPIs to drill down into customer data and business performance. This helps you understand account progress, sales rates and individual performance.
SugarCRM even has some business analytics capabilities, going beyond offering simple summaries. Users can generate predictive reports to forecast future trends and performance in order to make data-driven decisions for the future of their business.
Comparing Sugar vs Salesforce vs Dynamics CRM, Microsoft wins for this category with the most streamlined and centralized customer service and management solution.