Case Study: Micros achieves customer service excellence and SLA compliance with Sage CRM

Micros South Africa underpins customer service excellence with Sage CRM

Micros South Africa is a leading provider of IT systems for the hospitality sector, supporting over 2,500 restaurants and 500 hotels from a 24/7 Johannesburg call centre. Rapid growth left its legacy tools unable to handle an average of 1,200 weekly support calls or to reliably meet SLA commitments, so the company needed a scalable, easily customizable CRM to prioritize cases, track lifecycle stages and ensure timely resolutions.

Micros implemented and customized Sage CRM, integrating it with its financial and Service Manager systems, and introduced a prioritized case workflow (by severity and time-since-log) plus a shared knowledgebase. The solution provided continuous case tracking, automated workflows, KPI reporting and SLA dashboards, improving agent productivity, reducing resolution times, optimizing call-centre resources and enabling clear SLA reporting and upsell opportunities.

Micros

Hylton Proctor-Parker

Micros