Solution: Increase Customer Retention
Comprehensive case management
Ensure customer satisfaction and turn complaints into opportunities
Keep your customers happy
Most organisations have a two-way relationship with their customers and it is important that issues and feedback are collated and dealt with in an efficient manner to ensure maximum customer satisfaction. A sale is just the beginning of a relationship - how customers are handled post-sale is just as important.
Efficient issue resolution
With effective management of cases, SLAs, queues and entitlements, you can obtain complete visibility of the customer care functions of your business. Add to that powerful system automation and the increased capability needn't incur an extra administration burden.
Solution Components
Below is a list of suggested components for this solution and can be tailored to suit your exact requirements:
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Solution Features
Automatic case creation
Monitor email addresses to automatically create cases, assign them based on employee skill sets and send customer email notifications, ensuring faster case resolution and that your clients are always kept up to date.Self-Service Customer Portal
Free up valuable internal employee resources with the deployment of a self-service portal, allowing your customers to raise and monitor cases, access guidance via a knowledge base and engage with other customers via a discussion forum.Case management
Prioritise your cases effectively with the use of Service Level Agreements, Entitlements and Case Routing, to ensure your customers' issues are handled promptly and by the right people.Resource Scheduling
Minimise customer service disruption with the efficient scheduling of your service resources and facilities, factoring in sites, service calendars and business closure dates.Customer Feedback
Capture and analyse feedback from your customers with integrated surveys and forms, giving giving you the ability to gauge the success of your service function.How we deliver our solutions
Project Implementation
Our team of Microsoft-certified experts will ensure your solution is delivered smoothly, efficiently and without compromising on functionality.
Software Licensing
Having the correct software licences not only ensures your business is compliant but means you are not paying more than you should.
Support Services
Our support services packages allow you to utilise our expertise in the way that best suits your business needs.
