Efficiently manage internal and external service requests and support a high level of responsiveness and improved service delivery time frames
Automated Tasks and Escalations
Automated assignment of tasks to staff members or teams delivers improved resolution timeframes. Alerts, reminders and escalations can be applied against tasks in line with your business process rules to deliver improved customer service.
A Single View
All stakeholder contact information stored in a single centralised place protects the integrity of your data; with improved accessibility saving significant time.
Improve resolution time frames by providing access to the full picture.
Centralised access to all request details, including the history, notes and attachments saves considerable time and significantly improves the customer experience.
Empower remote workers with access to real-time information.
Remote and field workers can access, update and complete assigned tasks easily from any device. Photos and other attachments can be uploaded to a service request to provide a rich, contextual user experience.
Easily track and measure service outcomes against KPI’s.
Easy to use, rich reporting capabilities help to analyse customer service outcomes and timeframes by request type, department, priority and by customer service officer to support effective decision-making.
Manager Customer Service & IT, Nelson City Council