Welcome to Customer Management Guide! This guide will walk you through the core elements and features of Customer Management in Sanka, helping you effectively manage customer relationships, track interactions, and boost customer satisfaction.
By the end of this guide, you'll understand how to create, manage, and track Contacts, Companies, Cases, Campaigns, and Messages to streamline your customer management processes.
Key Objects of Customer Management
1. Contacts
Contacts represent individual customers or people you interact with in your business ecosystem. Sanka enables you to store and manage detailed records for each contact.
Key Features:
- Contact Details: Store essential information such as name, phone number, email address, role, and company affiliation.
- Activity Logs: Track communications, messages, and interactions to maintain a comprehensive customer profile.
- Company and Case Links: Associate contacts with specific companies or customer support cases for a holistic view of all interactions.
Usage:
Sanka's contact management system helps you maintain up-to-date customer records, ensuring your team can easily access information to provide excellent service.
Organize contacts by linking them to their respective companies and cases for improved traceability.
2. Company
The Company object in Sanka represents the businesses or organizations your contacts belong to.
Managing companies helps you gain a broader view of your relationship with entire organizations, rather than focusing solely on individual contacts.
Key Features:
- Company Details: Store crucial company information such as name, industry, address, size, and key contacts.
- Linked Contacts: Maintain a list of all associated contacts within a company for easy reference.
- Company-Specific Cases and Campaigns: Link cases and campaigns directly to a company to manage customer service issues and marketing efforts efficiently.
Usage:
Company management in Sanka provides a bird's-eye view of your business relationships.
By linking companies with contacts and other customer interactions, you can better understand overall engagement with each business, simplifying B2B relationship management.
3. Cases
Cases in Sanka are used to track customer service issues, complaints, or requests.
Each case is linked to a contact or company, allowing you to monitor and resolve problems efficiently.
Key Features:
- Case Creation: Easily create new cases by linking them to specific contacts or companies, including case description, priority, and status.
- Progress Tracking: Monitor the status of each case (e.g., open, in progress, resolved) and assign it to team members for resolution.
- Activity Logs: Track all related interactions, including messages or updates, to maintain a complete case record.
Usage:
Cases are crucial for customer support. With Sanka, you can ensure timely and organized handling of customer issues, improving satisfaction and loyalty.
By tracking cases, you ensure that no customer issue is overlooked and can easily monitor the resolution process.
4. Campaigns
A Campaign in Sanka refers to marketing or communication initiatives aimed at engaging customers or prospects.
Managing campaigns in Sanka allows you to track outreach efforts and customer engagement effectively.
Key Features:
- Campaign Management: Create and track marketing or sales campaigns, including email blasts, promotions, and outreach activities.
- Target Audience: Associate campaigns with specific contacts or companies to reach the right audience.
- Performance Tracking: Monitor campaign performance by tracking engagement rates, responses, and outcomes.
Usage:
Campaign management in Sanka helps streamline your marketing efforts by organizing your outreach.
Whether you're managing a promotional email campaign or a customer loyalty initiative, Sanka's campaign tools enable you to track results and refine your strategies effectively.
5. Messages
Messages are communication records that help you track all correspondence with your contacts. Sanka's messaging feature lets you log and store communication details for future reference.
Key Features:
- Message Logs: Keep a record of all messages exchanged with customers, including emails, phone calls, and in-app messages.
- Case Integration: Link messages directly to cases to ensure all communication relevant to customer service issues is tracked.
- Follow-up Reminders: Set reminders for follow-up actions based on past communications to ensure timely responses.
Usage:
Effective communication is key to maintaining strong customer relationships. With Sanka's messaging system, you can keep track of all conversations, ensuring no detail is lost and all interactions are properly documented.
Getting Started
- Log into Sanka:
- Visit Sanka and log in to your account.
- Add Contacts:
- Go to the Contacts object to start adding new individual customers or business contacts with relevant details.
- Add Company:
- Navigate to the Company object to manage organizations that your contacts are affiliated with. Associate contacts with their companies for better organization.
- Manage Cases:
- Use the Cases section to create new support tickets, complaints, or customer service requests. Assign cases to team members and track progress to resolution.
- Launch Campaigns:
- In the Campaign section, you can start creating social media or email marketing campaigns targeting specific contacts or companies.
- Track Messages:
- Use the Messages section to log communications with customers and ensure you maintain a record of all interactions.
Advanced Features
- Custom Fields: Add custom fields to contacts, companies, or cases to capture unique information that fits your business needs.
- Third-Party Integrations: Sanka integrates with external systems like email providers, CRMs, and more, allowing you to sync customer data and communications seamlessly.
- Reporting and Analytics: Use Sanka's built-in reporting tools to generate insights on customer interactions, case resolutions, and campaign performance, helping you optimize your customer management efforts.
Next Step
Effective customer management is vital for maintaining strong relationships and delivering excellent service.
With Sanka's robust system, you can efficiently manage contacts, companies, cases, campaigns, and messages, ensuring that your business runs smoothly and your customers remain satisfied.
Let's start adding your contacts and companies now. And take your customer management in another level.
For further assistance or to explore additional features, please visit our help center or contact our support team.
