Case Management
- Capture and track every interaction with every customer regardless of customer touch point or channel of communication.
- Maintain a complete case history with instant access to all previous issues and customer interactions.
Activities & Communications
- Assign, schedule and track phone calls and meetings and view records of previous meetings.
- Send e-mails (plain text or HTML) and attachements and record communication for future reference.
- Attach documents – for example, white papers, quotes, brochures – from the document library.
Reporting
- View and measure call turn around time and understand what is taking longer to resolve and why.
- View issues by cateory, outstanding and unresolved issues.
- Pull graphical reports for weekly, monthly or quarterly management meetings.
Knowledge Management
- Share customer information internally or externally to allow customers and partners to resolve their own issues.
- Build a library of solutions to common customer issues to help the customers service team resolve issues faster.
Customer Self Service Portal
- Provide your customers with web access to their own ‘customer portals’. which they can access at their convenience 24/7.
- Empower customers to log queries, make service requests and view the status of existing or past requests.
- Customise your self-service portal to match the look and feel of your corporate identity, ensuring your corporate brand is kept consistent through all customer touch points.
Escalation & Notification
- Set up rules to automatically escalate cases if not closed within a certain time period.
- Receive notifications instantly through e-mail, web browser, phone etc.
Ticket Tracking
- Never lose an issue/service request in the organisation by tracking and recording of all requests through all stages of response.
- Date-stamp all issues at time of resolution or escalation for interal management and external auditing of service.
- Ensure ownership and accountability over requests by making the representative working on the ticket always visible as the ticket moves throuhg your organisation.
