How does Service Nav Customer Care help managers track time spent by users and quantify a ROI per activity?

2016 04 18 11 58 03
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Product and Service Director

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All societies have a need for time tracking by their teams on the various tasks. Service Nav Customer Care allows you to follow the time spent by each employee on the various actions entered in the CRM.

For the manager it is then possible to build time tracking dashboards either directly in the CRM or through more advanced reporting tools.

The practical case of a company using Service Nav Customer Care.

The company, a software publisher and user of Service Nav Customer Care, needed to track the time spent by all of its technical staff (Research and Development, Consultants, Technical Support, etc.) in order to measure the profitability of its products and to know its cost centers.

Implementation of time tracking with Service Nav Customer Care

In order to quantify the time spent by type of activity, we have set up, for each task carried out, time entry in the CRM :

  • On a request for assistance for a support or project action
  • On an opportunity for a sale or pre-sale action
  • Directly on the internal company for an internal action

Each beat is then categorized:

  • A first level which allows to have the business category
  • A second level which allows to have the subcategory and therefore a more detailed level of analysis.

Help with data entry and retrieval via reporting tools

2016-05-24 13_26_28-CRAM_Hebdo_date - Report Manager - Internet Explorer

All CRM users have either a web access allowing them to see in real time the progress of their time entry, i.e. a regular email reporting. The tools used to do this external reporting allow publication via a web interface or regular mailings.

For their part, managers then have access to reports in real time, or periodic on the same principle.

They can thus steer the activities of their teams and very quickly measure the time spent on each type of activity, guide the teams and adapt resources to meet the company's strategy.

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