Supportworks
For Customer Service and Support
Supportworks Customer Service and Support (CSS) allows organisations
to develop and deliver services to support their customers
across any size of organisation, locally or globally. Supportworks
CSS is the configuration for the discerning service manager,
and quickly builds to provide core disciplines:
Service Request Management
Service Process Automation
Service Level Management
Support Resource Management
Support Systems Deployment & Integration
Management Information and Reporting
Supportworks CSS is the template configuration designed
specifically for the Customer Service and Support Industry.
Some of the benefits of Supportworks CSS are as follows:
Increased support productivity - Supportworks CSS's service
request capabilities ensures that there is no need for anything
to be logged manually. Its ability to maintain customer
and contract information in real-time speeds the effectiveness
of service advisors to ensure fast resolution times.
Optimised service resources - Supportworks CSS resource
management makes easy work of scheduling and allocating
logged requests to individuals, groups and 3rd party suppliers,
based upon the skills to provice the best possible service.
Increased support effectiveness - By utilising Supportworks
CSS/s service level agreement model, problem and change
reequests will be responded to and resolved in customer
priority order.
Increased "decision" support management - Supportworks
CSS reporting and analysis delivers instant decision analysis
to accurately support maintenance and contract performance
for effective resolution and resource anagement. Customer
satisfaction becomes a reality.
Forecast the cost of support - Supportworks CSS allows
any service-focused organisation to accurately budget for
resources based upon known demands and performance.
Increased business profitability - Because Supportworks
CSS ensures effective and timely delivery of support to
customers, there will be a direct operating contribution
through increased customer retnetion and service revenues.
When the services an organisation provides are tied to
maintenance contracts, the use of a solution that contributes
to improving service delivery to secure a valuable revenue
stream will add tangible benefits and measurable return
on investment.