Managing Client Challenges – Part 1

September 6, 2012

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Highrise was developed by 37Signals as a Customer Relationship Management (CRM) application.   CRM is  is a widely implemented strategy for managing a company’s interactions with customers, clients and sales prospects.   At Maximum FX, we use Highrise Contacts to help us handle any client complaints and challenges.   How many times have you had this happen:  A client calls to tell you he/she isn’t happy with their service.  Your Guest Care Coordinator writes down their name and number on a post-it note and promises to have a manager call them.   Somewhere along the way, the message never makes it to the manager.  We commonly refer to this as “falling through the cracks”.    There’s no reason, with today’s technology, that this should ever happen.  At Maximum FX, Highrise Contacts enables us to deliver on our promise of “Making People’s Day”.  We are able communicate challenges throughout the entire organization, keeping the team informed of any developments and how challenges are resolved.   Feedback from clients is documented in Highrise Contacts and the information is used as part of our ongoing training on a daily basis.   Everything is contained in one place, with easy access from virtually anywhere there’s an internet connection.
In the video below, I’ll show you how to create a case in Highrise Contacts when you have a customer challenge.  Be sure to watch my second video that illustrates how to create a followup task for cases.

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Located in Austin, Texas.

Chris Murphy