Contact Management

Know Your Customers Inside and Out

Having a 360-degree view of each customer and contact enables you to acquire deep knowledge of every account, provide superior service, and build and maintain strong, lasting customer relationships. Agents have all the details they need right in front of them: a history of past service inquiries, a list of the products the customer is using, the service level to which the customer is entitled, and much more in a single contact manager interface.

Account and Contact Repository

Agents can provide better service when they have access to all account data, including contact information, customer org charts, the role that each contact plays in your business relationship, address book, schedules, relevant documents, partners involved in the account, and much more.

Account History

Salesforce stores a complete customer history in a single spot—including marketing campaigns, sales opportunities, customer service cases, and all customer interactions for efficient contact management.

Service Level Management

Meeting—or exceeding—service level agreements is a must. Salesforce shows agents the level of service a customer should receive and helps managers analyze and improve service quality and compliance.


Case History

For a deeper and complete understanding of a customer’s interactions with your service organization, a complete, at-a-glance case history is available for each customer inquiry. Histories include a summary of all changes, a log of case comments, all contacts, and any case fields you select for tracking and comprehensive contact management.

Asset Management

Up-to-date information about customer purchases is critical for truly stellar customer service. With Salesforce, your agents can see precisely which products and services the customer bought and which assets are entitled to receive service, enabling better service and fewer questions.