Problem Tracking Software

Save time sorting through customer records and have all problem tickets logged in one place to reduce customer wait times with Access CRM.

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Improve brand loyalty with an enhanced quality of care

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Why is Problem Tracking important?

By centralising customer and sales data, Access CRM lets you solve customer issues against the order history and sales activity associated with their contact record. With any member of the Customer Service team able to pick up a problem where it was left off in real time, Problem Tracking software in CRM allows you to assign tasks to colleagues, helping you close the ticket quickly and reduce your customer’s wait time. Problem management in Access CRM ensures you can deliver a positive customer experience at every stage in the sales journey.

Benefits of Problem Tracking

Exceed customer expectations by providing quick solutions to raised issues with full visibility of customer records
Reduce attrition rates by establishing brand loyalty with a unified approach to customer service
Set up real-time tracking of problem pipelines and pick up issues before they spread company-wide
Schedule reminder notifications on Problem records so you can take proactive measures
Track patterns in ticketing activity with Problem reports and develop long-term solutions

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Problem Tracking for B2B Wholesalers, Distributors & Manufacturers

Supporting a complex ticketing system without the help of automation can be difficult, so Access CRM takes manual struggles out of the process. Pass your logged issues to Customer Service, Sales, or Accounts teams with all the necessary information to close the ticket as quickly as possible. With all historical order data stored within Problem records, you can extract the issue from its root.

Users that love CRM with Problem Tracking

"We frequently use the Problems function of the CRM too for aftersales support. The way we can easily categorise issues is easy and can be reported on quickly, meaning we’re flagged about areas to improve. If a customer has an ongoing issue, the CRM allows us to open a case and all employees can keep track of it until the issue is closed. As a result, customers know their issues will be resolved quickly and competently. Being able to record problems against historic products to manage aftersales is key."

Daniel Phillips | CEO

"We have since expanded the CRM to deal with our complaints procedure. We were originally dealing with incidents on a one off basis. Now everything is stored centrally in the CRM so we can make suppliers aware of problems and provide an effective service. We spend 2/3 less time on processing credit notes due to the success of the complaints procedure"

Craig Lewis | Managing Director

"The CRM’s after-sales ticketing system has helped us to trace any product or delivery issues back to their causes, and being able to document interactions and assign future tasks has ensured that we’re well informed and always one step ahead with our customers."

Zak Genefaas | Sales & Operations Director

Problem Tracking FAQs

What is Problem Tracking in CRM systems?

Problem Tracking in CRM provides a centralised platform for identifying and resolving customer issues promptly to ensure customer loyalty and satisfaction. Tracking CRM problems is easy in Access CRM, as everything is linked up to the customer/account for full visibility.

How can I use Problem Tracking in my business?

Use Problem Tracking within your business to handle delivery issues, product returns & complaints. Record your client's issue as a CRM ticket & pass it in real-time to your customer service, warehousing or accounts team using detailed accounts & sales data to resolve issues.

Does it cost extra to access Problem Tracking in Access CRM?

Problem Tracking is built into Access CRM and is available to customers across all plans.

How can I turn Problem Tracking into actionable insights?

Turn problems into success by recording Problems in the CRM to ensure customer issues result in a successful outcome.

Managing & mitigating customer issues is easy with Access CRM

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