Reduce response times, improve customer satisfaction, lower support costs, and accurately bill transactions. Create a case from web forms or manual entry. Set policies to automatically assign and escalate cases. Bill accurately and manage collection through financial module integration.
Key Benefits
Case Management
View Case Activity by Conversations for quick retrieval of all case-related information linked to tasks, events, and activities. Case information is available to all authorized stakeholders. Workflow based on established case severities, escalation paths, and priorities sends reminders to responsible parties.
Contract Management
Link cases to customer contracts and service plans to quickly determine the level of service to provide and ensure that the proper support is provided and properly billed. Set service rates per incident, per hour, or prepaid.
Integrated Document Management
Access all documents and activities sent to customers via the integrated content management system. Grant access to sales contracts, marketing offers, notes, emails, and other communications.
