Proactive Support

Who says the support team has to sit back and wait for service inquiries? The support team can tap the marketing capabilities of Oncontact's customer relationship management (CRM) application to proactively communicate with specific groups of customers. Support professionals can target the exact group of customers they need to contact by running queries based on the appropriate support criteria.

Example 1: Support News
The support team wants to send out a newsletter, but only wants those customers with open support issues to receive it. The support team runs a query to identify all the customers with open support issues, then prints labels to mail the newsletter with.

Example 2: Problem Solving
A computer software company is using CMS. The support team learns of a bug in Software X. The support team queries Oncontact's CRM application to find every organization using Software X, then sends a blast email to notify those customers that they need to perform an upgrade to banish the bug.