Service and Support Automation

View case activity by conversations to quickly retrieve case-related data linked to tasks, events, and activities. Base workflows on case severities, escalation paths, and priorities and send reminders. Extend case management to employees, allowing users to submit, assign, and track assistance requests. Track case durations from initial response to case closure.

Deliver a 360-degree view of customer activities and information with drill-down capabilities, so everyone in your organization can better serve the customer. Improve case management performance metrics to automatically track the initial date and time a new case is created, the expected response date and time, and the date and time the initial response was completed.

Reduce response times and support costs. Send notifications by email when data is updated or whenever a set of pre-defined conditions is met.  Create a case from captured web forms or manual entry. Assign and escalate cases per policies. Automatically reassign outstanding tasks when pre-defined conditions are not met. Ensure accurate billing with integrated financials. Extend case management to employees for service requests.

Establish automated notifications across departments based on business activities and notify support specialists when open support cases are closed. Track activities and delegate tasks. Automatically reassign outstanding tasks when pre-defined conditions are not met. Expedite approvals by automatically rerouting unanswered approval requests to a different approver. Boost customer satisfaction with faster time-to-resolution service level agreements and improve returns processing with automated workflows such as service order creation and return merchandise authorizations (RMAs) from support cases.

Accelerate decision-making with reporting tools that deliver customized views of your business overall and focused views of the support department and functions. Provide robust out-of-the-box summary reports reporting on multiple criteria. Create announcements and dashboards for each service manager. Use dashboards and favorites to view real-time information in tabular or graphical form.

Track customer contacts through prospecting, closing, and up-selling for a complete history of communications.

Automation associates emails with related support case activities and tasks.

Furnish 24/7 customer access to account information, support cases, and the latest updates through the online self-service portal.

Assign cases to a workgroup for team collaboration. Escalate cases/tickets without having to email documents and case history.

Configure email templates by branch. Send standard emails to address common problems using standard templates to ensure current and consistent messaging. Create emails for contacts, employees, and leads with predefined, brand-consistent templates and send features for automatic distribution.

Configure rules to check for duplicate contacts and leads with warnings prior to creating new records.

Pin activities for quick access and tracking. Use configurable side panels to automatically display related record information for business accounts, contacts, opportunities, sales orders, or support cases without navigating away from the screen.

User-customized views of tasks, appointments, and cases are available to service personnel on any browser.