Customer Service Management

by Systems Limited

Knowledge-centric complaint handling system, supports incident-based services through SLA

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
  • At a glance