Provides customer service agents instant access to all the customer information needed to resolve any issue, including billing, sales and service orders, cases, equipment information, and even suggested products to cross-sell and up-sell.
Set up flexible business rules to establish escalation routines that meet customer service policies and contract terms. Easy conversion to a service order is also available if on-site service is required. Case Management solutions captures all customer communications-calls, email, opportunities, sales orders, and meetings to keep all interested parties aware of any customer service incident.
Apply business rules to service requests based on customer agreements so that instant messages or emails are automatically sent to the appropriate person for follow-up or escalation.