Feature Suggestions for Maximizer CRM

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  1. More options with how we are able to view cases

    Currently, in customer service, in the "View" drop down, you can either view "My cases", "My current cases" or "All Cases". Because we are a small company, and we all work together on all cases, it would be helpful to have a "All Current Cases" view. This way anyone who works in customer service can see EVERY case that is open. Rather than only their own, or every single case open or closed.

    1 vote
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  2. Provide a Details tab for Customer Service view

    To create a Details tab in the Customer Service view so that you can see an overview of the customer service case. This is already available for Address Book and Opportunities where the details tab is a really useful feature.

    The details tab should contain an overview of the contact, the type and description of the case and the current status, along with the ability to use Key fields to customise the view

    33 votes
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    3 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  3. Provide more system fields when creating a case from an email

    Allow users to define the fields that must be completed when creating a case from an email when using the Outlook add-in toolbar. At present I can complete only Products/Services, Categories, Subject and Description. I would like to be able to complete Owner, Assigned To, Follow Up Deadline, and Priority as well. Other people may want to have other fields.

    21 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  4. Being able to acc a competitor/partner to a customer service case

    Many of our customers would like to have the possibility to add a 3rd party contact/company to their customer service cases. Similiar to the way competitors and partners can be added to opportunities.

    12 votes
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    3 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  5. in Web access does not have a customer detail screen

    When making an appointment for an individual in the windows module we can double click the address book entry and "View Basic Fields" comes up. we can also add UDF fields to this in the set up for view basic fields. So when in the field I have all the basic info I need for that appointment. We then copy this info and past it into the Top and Bottom of the appointment. When synced to outlook this info is in an easily readable format. unlike mobile web access. The web access does not have an ability to copy and…

    3 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  6. Add the ability to filter by more than one field in web client

    Currently, the web client seems to search by the first filter only. It would be useful to be able to filter on multiple fields, as in the desktop client.

    3 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  7. Better patch and update notifications

    How about letting your user base know about things like the new Summer 2013 SP1? I see that the patch was available mid December, but I only found out about it late January when it finally started popping up on live update on a remote workstation (and not the primary server!).
    To patch my systems, I also had to pull the update from the file cache as I could not find the patch documented anywhere on your website, and emails to support have gone un-answered!
    To top it off, this patch resolved several issues I was having as the IT…

    15 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  8. Add the "Filter by Status" ability to the Web Access view of Cases.

    As per the usage in the Windows Access version, the drop-down to choose Queue or My Cases should have a filter icon next to it to then narrow/set your prefered visibility of cases.

    The need to currently perform custom searches each time you want to switch queues is a more time consuming and less logical process for high volume users of the Customer Service area.

    13 votes
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    1 comment  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  9. Customer Service Email Notifications

    Currently there seems to be no way to tell whether a Customer Service Notification has been sent. It would be a good idea if Maximizer recorded a Note against the Contact to show that a Notification has been sent.

    8 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  10. Web Access Refresh button does not remove resolved cases from Current Cases

    Using Web Access. When in the My Current Cases view option a case is resolved. The Refresh button is then pressed, that resolved case still remains on the screen. It should have been removed on Refresh.

    At the moment you have to navigate away and return to get correct Current Cases after resolving a case.

    9 votes
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    3 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  11. The Case Type mini icon for the CS Desktop needs to have something similar for the Web Access too

    The Case Type mini icon for the CS Desktop needs to have something similar for the Web Access too. In Web access all case types are shown unless a search is used each time.

    1 vote
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  12. Wildcard searches in Customer services for Web Access

    There seems to be some inconsistency when it comes to searching on the WebAccess. You are able to perform wildcard searched in the Address Book for basic info like "company name". However if you try to do a similar type of wildcard search in the Customer Service Module in WebAccess, it doesn't work the same. Essentially the dialogue is exactly the same, the module we are in when performing the search is only different.

    Example. Go to your Escona Web Access and in the AB look for company name wine. It will bring back every single company with the…

    14 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  13. 1 vote
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  14. Action icons at the top of the CS screen need to be expanded

    Currently at the top of the CS screen you can Resolve, Escalate and Assign - it would be great to have the other choices added here like Abandon and Waiting for Customer. We would like to be able to lock down the bottom section in order to force the user to use the icons at the top which provide fields to explain and emails are sent to the next person.

    1 vote
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  15. Tickets email the Company if no Contact is entered

    My dBase is 99.99% comapanies with contacts (not individuals). When I create a ticket without putting in a contact, if there is an email at the company level the company is emailed the ticket information. I understand that this is by design. However, this leaves me without a way to create tickets that are not shared with the Company and this is sometimes needed - account maintenance, issues that we fix behind the scenes, etc...

    I find this situation akin to computer security. I want to have the greatest security (no outside communication) unless I as the admin I assign…

    7 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  16. Ability to add an “Individual” as a Contact: to a company’s case

    • Ability to add an “Individual” as a Contact: to a company’s case. Without converting the individual first. We have the need to have John Doe as a Contact and an individual to segregate personal and Business Interests. Example: John D is a business owner for JD Ent. (we would create a contact for him under his business) At another date, the same John D calls regarding his birth certificate. (We would create John D Individual) On another date, John D calls regarding his local Health Clinic(Timmins Health Clinic) and the terrible condition it is in. (We would create a case…
    2 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  17. Attach multiple contacts to a custoemr service case

    Sometimes you need to attach multiple contacts to a case. This is particularly important if the case is created from an incomming email where muliple people are CCd. At present this would create multiple cases.

    30 votes
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    2 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  18. When a customer service case is created from Outlook you have to log out/in for it to show

    When I create a customer service case from Outlook (using an email), the case doesn't show up unless I log out and then back in. I try refreshing the screen (within Maximizer - using the arrows button) and that doesn't work.

    3 votes
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    1 comment  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  19. When creating a customer service case from Outlook it should open the Maximizer program window, not a lesser one.

    The window that opens when creating a case from Outlook is very limited. You cannot add UDFs or attach documents, or any of the other things you can do within the program. It should open the actual CS window that we work from in Maximizer. This is similar to the complaint that you cannot add information when adding a person (or company) to Maximizer address book from Outlook. Make it less time consuming to work in Maximizer (web version).

    12 votes
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    1 comment  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  20. Add an "apply" button to Customer Service window.

    Rather than having to hit OK and reopen the window to save data entered (or risk losing it). Also, if a case is opened and resolved in one session you have to close the window before you can resolve it.

    5 votes
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    2 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
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