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.