CUSTOMER RELATIONSHIP MANAGEMENT / SERVICE
- Management of tickets / calls / service requests
- Entry of tickets / calls: with service, priority, client, service to be performed etc.
- Classification of tickets / calls / service requests into service level agreement (SLA) categories (if used)
- Scheduling of tickets / calls / service requests
- Forwarding of tickets / calls / service requests to the person or role responsible
- Continuous update to client on ticket / call / service request status
- Continuous update to the client relating to the given ticket / call / service request via e-mail updates
CUSTOMER CARE - PROCESS MANAGEMENT
- Handling / management of the entire process relating to the ticket / call / request
- Tickets / calls / requests can start an unlimited number of processes which all automatically update ticket / call / service request status
- Assignment of differing process variants, deadlines and duration, as well as service levels, depending on ticket / call / request type, urgency and client
- Fast, easy modification of pre-set processes
CUSTOMER CARE - SCHEDULING
- Scheduling and prioritization
- Fast, easy prioritisation / scheduling of tasks
CUSTOMER CARE - SERVICE LEVEL AGREEMENTS (SLA’S)
- Service level agreement management
- Task-related SLA fully integrated, intelligent handling: determining expected start and finish times based on urgency, client, type of task
- Measurement of SLA performance
- Preparation of automated SLA reports
CUSTOMER CARE - FINANCIALS
- Calculation of service fee (internal as well as customer fees): calcuation of, registration, billing
- If and when the ticket / call / service request handling is performed on a for-fee / paid (per event) basis, then the calculation of the resulting service provision fees
CUSTOMER CARE - ANALYSIS
- Identification of bottlenecks
- Bottleneck and efficiency analysis for the entire firm’s all sales processes, projects
CRM
CUSTOMER SERVICES, SLA’S
It is more than what you find in other “average” CRM Customer Care, Ticketing and Service Level Management packages.
You will be able to use CRM Customer Care, Ticketing and Service Level Management in concert with everything else in 10XONE. All in together – in tight integration with each other. It just simply works the way you always wanted – but maybe you did not even know you wanted.
