Good service keeps customers. Invisible service loses them without anybody noticing.
Early accessCustomer Service Software in Derbyshire
Customer Service Software built, hosted and supported in the UK, serving Derbyshire including Derby, Chesterfield and Swadlincote. Set up around how your team actually sells, not the other way round.
- Part of CubeCRM
- Derbyshire
- 01234 672 617
Across Derbyshire we see the same problem in different clothes: plenty of customer information, but not in one place, and not in a form the whole team can act on.
Customer Service Software is how you stop relying on memory.
Customer service in a growing business usually means a shared mailbox, a phone and a few people who know how to fix things. It works until the volume rises, and then queries sit unanswered, complaints are resolved without anybody recording why they happened, and the salesperson walks into a renewal meeting unaware the customer has been unhappy for a month. CubeCRM logs every query and complaint as a case on the customer record, with an owner, a priority and a response target. Emails to your support address become cases automatically, updates are threaded, and the account owner can see what is open. Over time, the case history shows which products, processes or customers generate the most issues - which is where the real improvements come from.
- Every
Case on the customer record
- Timed
Response and resolution targets
- Visible
To the account owner as well as support
What it does
Inside customer service software
The parts of CubeCRM that make up customer service. Everything here sits on the same customer record, so nothing needs re-keying between them.
Cases from email and phone
Emails to your service address become cases automatically, and phone queries are logged in a few clicks. Each case sits on the customer record.
Owners and response targets
Every case has an owner, a priority and a target for first response and resolution. Anything approaching its target is flagged before it is missed.
Replies in one thread
Customer emails and your replies threaded on the case, with internal notes kept separate, so anybody can pick it up without asking for background.
Sales kept in the loop
Account owners see open cases on their customers and can be notified about key accounts, so nobody is surprised at the next meeting.
Complaints recorded properly
Complaints categorised by cause, with resolution and any credit recorded, so patterns become visible and can be fixed at source.
Service you can measure
Volumes, response times, resolution times and repeat issues by category, customer and person, reported as they happen.
In practice
Problems this actually solves
Typical situations, anonymised. What businesses tell us before they change anything, and what changes afterwards.
- Case 1
A shared mailbox under pressure
Before
An equipment supplier’s service mailbox received around fifty emails a day. Three people worked through it, and occasionally two replied to the same customer while another customer waited a week.
With CubeCRM
Emails now create cases assigned by product line, with response targets. Duplicate replies stopped, and nothing waits longer than the target without somebody being told.
- Case 2
The renewal that went wrong
Before
A software reseller’s account manager went into a renewal meeting expecting a routine conversation. The customer had logged six unresolved issues with support over two months.
With CubeCRM
Open cases now appear on the account record and key-account cases notify the account manager. The next renewal meeting began with the issues already resolved.
- Case 3
The same complaint every month
Before
A manufacturer handled delivery complaints individually and well, but never recorded the cause. The same packaging problem produced complaints for over a year.
With CubeCRM
Complaints are categorised by cause, and a monthly report shows the top five. The packaging issue was identified and fixed within weeks of the first report.
The features behind it
See the parts doing the work
Each one has its own page showing how it works. And if the business later needs orders and stock, CubeCRM grows into CubeERP on the same records.
Local coverage
Customer service across Derbyshire
Our Derbyshire coverage includes Derby, Chesterfield, Swadlincote, Ilkeston, Long Eaton and Buxton, and the DE, S40, S41, S42 and S43 postcode districts. If you are in Derbyshire and not on that list, we almost certainly still cover you - ask.
75miles from our Olney office
Discovery and training can be done at your office - watching how enquiries really arrive and how the team really sells tells us more than any questionnaire.
Postcode districts
- DE
- S40
- S41
- S42
- S43
- S44
- S45
Areas we cover
Derby, Chesterfield, Swadlincote, Ilkeston, Long Eaton, Buxton, Belper and Ripley.
Customer service elsewhere in Derbyshire
How it happens
What getting started involves
The same process wherever you are, and for Derbyshire discovery and training can be done in person.
- 1
Discovery
A short, structured session on how enquiries arrive, how you quote, and where customer information lives now - the inboxes, the spreadsheet, the old CRM and the notebook in the car. We come back with what works as standard and what needs configuring.
- 2
Setup
Pipeline stages, fields, quote templates, email connection, teams and permissions set up to match how you sell - not a demo account with your logo dropped on it.
- 3
Data import
Contacts, companies, open opportunities and quote history brought across from spreadsheets, inboxes or your previous CRM, with duplicates merged. You check it against what you had before anybody switches over.
- 4
Training & rollout
Short, role-based training so the sales team learns the pipeline and the office learns enquiries and cases - in person where it helps. Guides and screen recordings left behind for new starters.
- 5
Ongoing support
UK support from the people who built the platform, with a named contact, agreed response times, and a product roadmap you can influence.
You might call it something else
If you searched for any of these, this is the page you wanted.
- Helpdesk software
- Case management software
- Complaints management software
- Customer support software
- Ticketing system
Questions
The things people ask first
It covers what most growing businesses need: cases from email and phone, owners, priorities, response targets, threaded replies and reporting - all on the customer record. If you run a large, dedicated support centre with complex routing and telephony, a specialist helpdesk may suit you better, and it can integrate with CubeCRM through the API.
Yes, by email or through a web form on your site, both of which create cases automatically. A self-service portal is not part of the standard product but can be built against the API.
Yes. Complaints can be categorised, timed, resolved and reported with a full audit trail. If you operate under a regulator with specific complaint-handling rules, we will map those during discovery.
Calls can be logged against the customer and case, and many VoIP systems can pass caller details to CubeCRM so the customer record opens as the call arrives. See the telephony integration page for detail.
Related
Other things we can put right
Also available in Derbyshire.
Account Management Software
Plan, grow and protect your most valuable customers - with account plans, contact coverage, renewals and every conversation on the same record.
Enquiry Management Software
Every enquiry from the website, email and phone in one queue - assigned, answered and tracked through to a quote, so none of them go cold in a shared mailbox.
Client Management Software
For service businesses that manage clients rather than sell products - engagements, contacts, documents, renewals and every conversation on one client record.
CRM Software
Contacts, enquiries, pipeline, quotes, follow-ups and service in one shared customer record - built in the UK for growing businesses.
Working in Derbyshire?
Customer service for your Derbyshire business
Tell us what your current system does badly. We will tell you whether CubeCRM fixes it, and what it would take.
