Feature Suggestions for Maximizer CRM

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  1. confirm email send on notifications

    Email notifications of changes to customer service cases are great and keep everyone on the same page. Although they can be a little much at times. For every small change made to the case all the users receive yet another email.

    I understand that the enterprise version allows users to select what notifications they see but this doesn't help if you want to see some UDF changes and not others.

    I propose that when notification is on. The user that makes the change gets the option to send out the change if they want through a dialog box once the…

    13 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  2. 'Products/Services' at company level

    We currently have a UDF for this, but want to automatically fill in a case with the companies product/service when a case is created for them. Out-of-the-box functionality for this would be an excellent improvement.

    28 votes
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    2 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  3. Missing feilds in the word addin when merging CS cases

    casesresolutionnote is available as a merge field in the maximizer word processor but not in the word addin merge.

    on behalf of CABC (IW)

    6 votes
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    1 comment  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  4. customer service auto email sent notes

    When notification of case open close etc are sent to the associated case contact on case open/close etc. a note should be added to the case notes showing that the email was sent. This allows you to see more clearly when a client was notified (and when cases were closed without notification)

    7 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  5. Cases dependant on opportunities

    Cases created from an Opportunity should be linked (by default) to that opportunity (a bit like a hotlist task) and the case following window should be able to show just the linked cases. Cases are often related to a particular project deal or sale of a productr service and not just to the client.

    14 votes
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    1 comment  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  6. Ability to create a customer service case from an appointment

    An appointment can lead to a customer service case - during an appointment a problem is identified discussed and action is planned. The counterpart that an appointment can lead to an opportunity is already a suggestion elsewhere.

    24 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  7. Provide the ability to convert an opportunity into a customer service case

    Provide the ability to convert an opportunity into a customer service case since alot of cases an opportunity will turn into a project (case) if it is won

    13 votes
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    6 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  8. All Cases following window / tab for specific cases

    Can we have a customer service case following window / tab for the main cases window, so when working on one case for a company we can easily see all the other cases (any status) for the same company? This is similar to another request but this is for all existing cases, not just when creating a new case.

    18 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  9. 16 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  10. Option to initiate a service case from a phone call result

    Sometimes an incoming or outgoing call starts as a call but eventually ends up as a service case. Provide the option when saving the call to generate a service case.

    26 votes
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    3 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  11. Allowing companies to have products

    If companies had products it could be made quicker to create a customer service case. i.e. when creating a case for a company show the products that the customer has and not the whole list (with the option for the user to see the whole list).

    In our environment it would be unusual for a case to be created for a product that the company doesn't own.

    At the moment we have to store this in a seperate UDF at the company.

    We have products at case, campaign and opportunity why not Company?

    40 votes
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    2 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  12. When adding a new case display current open cases to prevent duplications

    To help customer service staff add new cases without creating duplicates it would be useful to show the currently open cases before creating a new one.

    This can be done in Maximizer but it is time consuming when the customer is holding on the phone. Our Maximizer database has 8 years of customer service cases so some customers have quite a history.

    So in the LAN client when I darg a contact onto the customer service window I would like to see a list of currently open cases for this customer before being asked to add a new case.

    This…

    43 votes
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    4 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  13. Signature trapping on Mobile for Customer Service cases

    The ability for field engineers to be able to start and stop the time they are on-site and allow for the customer to sign an electronic Job Card on the engineers mobile devices. This is then saved in Maximizer against the customer service case as a record of the engineers time completed on site in agreement with customer.

    18 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  14. knowledgebase

    The Knowledgebase column view needs to be alterable, especially column width as default ones are way to narrow so it looks stupid & isn't great to use on todays wide screens.

    6 votes
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    1 comment  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  15. Queue specific settings

    Most of the criteria associated with the Customer Service Cases should be Queue specific. eg. Severity, source, Notification emails etc. Queues are often used for widely differing purposes and it would significantly improve the system if each queue had separate criteria defined. This might mean there would be consequences when changing queue, but it would be worth it.

    9 votes
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    2 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  16. We would like the campaign email system have the option to have the complete email to go into the address book contact’s documents. Thanks

    We would like the campaign email system have the option to have the complete email to go into the address book contact’s documents.

    We need this option as soon as possible. This would only be an option as it is dependent on the type of campaign we are sending out.

    21 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  17. "Duplicate Case" function in the customer service module should be available in the web access view.

    I have had to install the actual program client on a few workstations to accommodate only the need for this function when otherwise web access only would have worked fine.

    7 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
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