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Customer
Care (Workflow-Enabled Help Desk / Complaints Management)
The tracking and
management of Helpdesk Calls or Customer Complaints is a vital part of
your business. To this end, Brookstone Technologies has designed the
Customer Care Extension Module to be flexible, comprehensive in its
capabilities, and completely integrated with Microsoft CRM.
As with all
Microsoft CRM extension modules, the Customer Care Module delivers rapid
"time to value". It is an enterprise-wide call management system
designed to leverage the power of Microsoft CRM. Customer Care is a
repository for information about any help requests received by your
organization. Help requests are recorded, tracked, and escalated to
ensure rapid resolution, thereby improving service levels and increasing
customer satisfaction.
MAIN FEATURES
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Provides
complete control over Help Desk calls and/or Customer Complaints
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Tracks
activities by call & by individual, and automatically escalates to a
supervisor or to a different group after a nominated/predetermined
time
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Unique
workflow capabilities include automatic generation of email advice
to clients and call assignees
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Designed as a
Custom Entity for Microsoft Dynamics CRM
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Fully
customizable
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Assigns
individuals or sections to calls, and records the activities
undertaken
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Staff are
automatically advised in a timely manner of issues that affect them
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Empowers staff
with a single, mobile point of information entry and access,
workflow, and collaboration
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Intuitive to
use, with the same look & feel as Microsoft CRM:
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Rewards are
swift
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Time-to-Value is short
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Customizable
reports utilizing Microsoft Reporting Services
The Customer
Care application module is a “Custom Entity” and as such all the usual
Microsoft CRM personalization and reporting capabilities are available.
And because all Customer Care calls can be tracked by client and viewed
as activities in the main CRM views, you have an extremely comprehensive
and useful addition to CRM.
Customer
Care incorporates user-definable escalation routines. And there is the
valuable and easy-to-use capability for automating ”set & forget”
Notification by email of calls not acknowledged or of missed deadlines.
Information
stored in the Customer Care database is easily accessed to assist in
problem resolution. The nature of the call is recorded together with the
current status and activity, assignments, and call resolution data.
The operator
can compose short, easily-resolved calls, or more complicated long-term
issues. Calls can be logged by helpdesk staff, or by users via email or
the Internet.
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Improve the Way
You Do Business
When your customers
have problems, they require a single point of contact - your helpdesk.
With Brookstone Technologies’ Customer Care Module, you can be certain
that your customers’ issues are being correctly logged, assigned, and
actioned . . . . instead of being lost in paperwork, or verbally passed
around the office.
Your customers stay
in the communication loop via Customer Care’s automated email
correspondence - they can track their issue through the entire process.
And to improve future service, their personal histories are recorded so
that trends and trouble areas can be quickly identified and addressed.
The Customer Care
module application is a complete out-of-the-box, economical solution
that facilitates the design, implementation, and maintenance of internal
controls. And in a regulatory compliance scenario, Customer Care
enhances the reliability of disclosure and financial reporting as
mandated by Sarbanes-Oxley.
The Customer Care
Integration/Extension Module for Microsoft Dynamics CRM was designed by
Brookstone Technologies’ team of support experts who understand that
just tracking problems doesn’t solve your problems. Customer Care’s
‘best practice’ workflow gives you the resources you need to attack and
achieve control over support issues.
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