EONcrm Customer Support Manager is designed to offer all of the key components for customer service management in one simple module that when added to EONcrm's Contact Manager makes a fully functional customer service automation tool that can be acquired inexpensively, and implemented quickly.
By employing a powerful set of collaboration tools, EONcrm puts your service personnel at the center of the information they need at their finger tips, by linking all of the service activities (service ticket and contract management, service appointments, tasks and activities Microsoft Office® documents, and Outlook™ e-mails) back to a company's customers.
The Support Manager includes automated work-flow that allows user-defined routing and escalation of service issues to those most qualified to respond, and includes a intelligent natural language knowledge base that empowers Customer Service employee with the right answers.
Ease of use, by eliminating extensive menu commands and employing an intuitive, customizable "Work Center" design, EONcrm's Customer Support Manager, achieves a surprisingly simple user interface while delivering unsurpassed interdepartmental integration. This ease of use design ensures that users can get to work quickly.
EONcrm Customer Support Manager provides;
Service Tickets Tracking
Manages service tickets by creating and linking opportunity records to specific accounts. Maintain a complete history of activities/resolutions with notes about each case. Create and link appointments, tasks and activities to specific service tickets.
Service Ticket Escalation
Route and escalate service issues to those most qualified to respond automatically
Service Sales Forecasting
Forecast revenue and measure service cost center effectiveness.
Service Ticket Reports
Produce effectiveness analyses through extensive reporting capability. Execute graphical service performance reports in real-time based on user-defined metrics.
Service Performance Analysis
Analyze service performance by agent, product, and customer segment.
Contract Management
Track Service Contracts warranties and renewals.
Knowledge Base
Natural language knowledge base that stores and allows you to search for problem resolutions.
