As part of what we are now delivering from our switch to the Sugar Professional CRM solution, emails sent to customers following the resolution of a help desk call include the text recorded by our help desk team members in our system on the actual resolution.

Sharing this information with our customers provides transparency. It also presents them with an opportunity to challenge the resolution, in case there is a disconnect between our position and their take away from the call.

Further, by emailing the resolution advice our customer is able to share the information with others in the business using the software. With more than 50% of calls really being about accessing training over the phone, having a record of the advice can be particularly useful.

The feedback from customers so far on the new service is terrific.