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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.
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*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.
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*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. |