|
 Case Management |
Create, assign, and manage customer service requests in a timely manner from initial contacts through resolution. |
 |
| Routing & Workflow |
Ensure Cases are automaticaly assigned to the right person and completed quickly according to protocol. |
|
| Escalation & Notification |
Automatically set completion time targets and generate email notifications when timelines are missed. |
|
| Solution Database |
Centralize procedures on resolving service issues. Past Solutions are searchable by users for quick access to best practices. |
 |
 Reporting
and statistical views |
Graphical and statistical reports to identify critical metrics such as call
volume, average resolution times, and product performance. |
|
| Web
Self-Service Portal |
Reduce call volume since customers enter a secure area of your website to submit new issues, view the status of existing issues and search the knowledge database. |
