Many frustrated executives find that despite the fortune spent on managing servers, networks, and applications, there are still complaints about the performance, usability, and availability of their customer relationship management (CRM) solutions. How do you know if your CRM system performs for each user? What does it mean when users say the system is slow? An experience management solution can give you the answers.
sales reps in the Raleigh NC call center was experiencing problems. The information being communicated to the support team from the help desk was very sketchy and incomplete. In the past the CRM support team would spend hours on the phone with the inside rep, and often had to make a costly on-site support call to deal with issues like this. However, Knoa EPM enabled a dramatically different approach. Through the management console, they reviewed this ISRs' recorded experience with the application. First