Our Dealer Service team work with our B2B customers, buyers and external sales reps to manage orders on their behalf; they release orders, make changes, deal with questions and issues, etc. In addition, our AR and Internal Sales teams also handle requests and approvals for terms exceptions, deals or other order related special requests from customers and the Dealer Service Team. We're currently looking at platforms that can help us to manage those communications that occur via email and phone Read more...calls.
Our current thought is to use a platform similar to what we're using on our B2C side of service with Zendesk, Freshdesk or SF Service Cloud. We've spoken to Infor about their CLM, but it doesn't seem to fit the bill.
How are you all handling this side of the business? Show less...
We use Microsoft Dynamics 365, integrated with Genesys Cloud for communication tracking & routing. It's primarily for B2C at the moment. We're working on our M3-Dynamics integration now, and planning a revamp in the process.
