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Service & Support: Empower your business today with BizAutomation.com's
customer support software
BizAutomation.com's customer support software provides
sophisticated tools to accommodate and streamline customer service processes, automate
workflow, and manage employee productivity.
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* Q4/06
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• Trouble tickets & Case Management (from the employee
side)- Create trouble tickets for existing customers, and assign
them to employees based on their availability.
• Self-Service Customer Portal - Much better
than any web case capture tool, because now Organizations you work with can log
into their own customer portal and self create support incidents/cases (an event
you can track). These Organizations can then later track case progress as your support staff work to solve posted incidents.
• Status Escalation Alerts - When the status
of a case changes, BizAutomation alerts all those involved via email.
• Track Email related to a Case - Show all the email history for
a case from the case profile.
• Knowledge Base Solution Repository - Solution articles
can be created searched, and linked to the support items. Customers from the self-service
portal on the outside can look up knowledge base articles.
• Blog-style Case Commenting - Inside support agents
and outside customers logged in to the portal can comment back and for within the
support profile, similar to blogging.
• Email Alerts on unresolved Cases - Receive an alert if a case isn't
resolved within time time criteria set by management.
• *Email Alerts on new Case creation from the Portal - When a customer creates a new case, have an email alert
sent.
• *Email Alerts on new Blog entry from the Portal
- When a customer or employee updates the case via blog entry, and email alert is
sent.
• *Blog-style Case Commenting - Inside support agents and
outside customers logged in to the portal can comment back and for within the support
profile, similar to blogging.
• *Assign case tasks to multiple case managers - See employee availability,
then assign tasks within cases to multiple employees. These employees can then complete
their
• *Time & Expense Billing from Cases to Invoices
- Add billable time and expense line items to from cases
directly to customer invoices, then expose those invoices through the customer portal.
• *Link Contracts to Cases - Have Cases automatically
deduct incidents and billable time from linked contracts, then show employees, partners,
and organizations remaining Incidents, time, and days left in a contract, right
from the Case details. For example, lets say you have a contract with company X
for 5 incidents and 10 hours. When you create a case and link that contract, an
incident will automatically be deducted from the contract, and any time added to
the case by your employees automatically is deducted from the pool of time remaining
in the contract.
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