Feature Suggestions for Maximizer CRM

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  1. 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 →
  2. 1 vote
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  3. 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 →
  4. 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 →
  5. 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 →
  6. 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.

    27 votes
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    2 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  7. 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 →
  8. 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 →
  9. 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 →
  10. 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 →
  11. '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 →
  12. 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 →
  13. 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 →
  14. 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 →
  15. 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 →
  16. 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 →
  17. 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 →
  18. 16 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  19. 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 →
  20. 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 →
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