CSM Overview

Knowledge-centric complaint handling system supports incident-based services through SLAs. 24/7 self-service portal helps customers find answers and save time and money on support calls. Customers and support agents receive real-time case status alerts. CSM helps through feedback happiness meter that shows customer satisfaction level. Reports, Trend analysis and 360 dashboards & digitalization through responsive portal app improve operational efficiency across the value chain. Drive revenues by increasing customer satisfaction. With AppSource, we’re curating a Case management content pack along with add-ons that deliver business value on top of Microsoft Solutions on the secure Azure Cloud.

CSM Product Features

Case creation, tracking, updating, and SLA setting with complete life cycle management.

Solution provide facility to create cases through phone, email, web, SMS, and social media.

Provides complete email integration for case agents. Emails can be auto converted to cases

Intelligent case assignment: Based on case type, case category, customer details, and product area.

Configurable service/case management workflow based on organization chart and defined hierarchy.

Custom views for agents to view, prioritize, reminder setting, and drill down reporting for specific case.

Document attachment and bundle the case: Attach any number of document to case. The full case document cane be bundled

Audit Trail: Every single action, system event, create, update request to a case is captured on a case audit trail with required details.

Web Portal for customers with provided user login to view, escalate, and track his cases progress.

SLA and progress monitoring: Progress against the defined target times, Case agent and managers can also receive timely alerts based on set SLA configurations.

Market Desired Outcome

The solution that helps in automating customer service, driving revenues by increasing customer satisfaction, and increasing the productivity of your business service and support teams.

Automate and manage event tasks

You’ll always know which tasks need your attention, and which team member is working on each job.

Centralized real-time incident tracking for agents and customers

Assign the right employees to the right jobs

More cost-effective event operations

Team avoid rework and miss fewer deadlines

24/7 enriched knowledge center for multiple query types

Real-time reviews to improve participants satisfaction index

Customer feedback on task for real insight into service results

24/7 self-service portal to track and view complaint status

A holistic, 360 Single-click view of end-to-end incident management workflow

Customer Service Management

Autor: Systems Limited