Service
Efficiently manage internal and external service requests and support a high level of responsiveness and improved service delivery timeframes
Automated Tasks and Escalations
Deliver a great customer service experience with automated management of service requests.
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
Easily access and maintain all stakeholder information.
All stakeholder contact information stored in a single centralised place protects the integrity of your data; with improved accessibility saving significant time.
Improved Customer Experience
Improve resolution timeframes by providing
access to the full picture.
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.
Anytime, Anywhere
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.
Reporting & Analytics
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.
“The system is designed to be simple and very easy to use; staff can complete their Service Requests with ‘point and click’ navigation, press save and it’s done."
Manager Customer Service & IT, Nelson City Council