Originally Published MX March/April 2006
ADVERTISING, DISTRIBUTION, & SALES
Enhancing Service Processes
Customer relationship management software can help medtech firms enhance their customer service efforts by performing the following functions.
Maintaining customer contact information.
Tracking customer service history, including solutions and complaints.
Storing customer purchase history including group purchasing organization contracts, contract pricing, warranties, and service level agreements.
Web portal: supporting e-commerce and Internet-based customer self-service.
Supporting reporting and dashboard efforts.
Tracking serialized equipment.
Storing customer information, such as preferred methods of payment, electronic data interchange, multiple shipping addresses, parent-child relationships, and more.
Supporting inbound and outbound telephone campaigns, including call scripts and frequently asked questions.
Deploying and tracking service personnel and repairs.
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