History  

History is one of the crucial areas of the software, where if it is used fully it provides a complete overview of the relationship with a customer at any time. It allows you to enter details of conversations, contact and activities against the record.

We have invested a great deal of time making this part of the software easy to use, so it will be used at all times, and all main functions can all be activated using keyboard shortcuts for speed.

Entries can be made manually, with user-defined call types that can be assigned to an entry for analysis of call type and there is the option to only show certain call types when viewing the history summary.

Entries are also made automatically when reminders are actioned, emails received, entries made to a checklist and documents created using the mail merge program.

The history entries are displayed in summary to provide a quick overview, with the details displayed below when the summary is highlighted.

At Benchmark, this feature is invaluable to our support department in maintaining the history of support issues with our customers and contains tens-of-thousands of entries.

These history entries can all be reported on in the report centre to give an overview of activity by type, date, user, outcome etc.

It is also possible to create templates that, when selected, act as forms into which certain information is entered.