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Customer Support and Service - Case Assignment, Customer Support Management, and Escalation |
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Customer Support and Service
Case Assignment, Customer Support Management, and Escalation
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In today's economy, making the shift from a product focus to a customer focus is key to your success. Only by addressing customer needs quickly and efficiently can you hope to reach—and keep—more customers. That's why effective case assignment and customer support management are top priorities at customer-savvy companies.
With NetSuite's CRM software application, you can assign, manage, route and resolve customer support cases across your diverse communication channels, including phone, fax and Web. Automated case management and e-mail notification also ensure that everyone stays in the loop, and consequently, that the customer receives only top-notch service. |
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- Cut costs and improve workflow by automating the business processes associated with customer support case assignment, management and escalation.
- Route cases intelligently, enabling fast, efficient prioritization of all your customer support cases.
- Save valuable time by giving support reps all the information they need within a single, powerful application; reps no longer waste time hunting for contracts, invoices, or other data in disparate systems or departments.
- Meet the requirements of your support agreements and give customers the world-class service that will lead to longer, more profitable relationships.
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- Respond to customer cases across a variety of mediums, including e-mail, phone, fax, or other channels.
- Log and analyze e-mail communications in order to better serve the individual customer—and future customers.
- Send an automatic reply to customers confirming the receipt of the e-mail, along with a case number.
- Segment and prioritize customer support cases according to customers who’ve been waiting the longest, the types of service contracts you offer, or any other criteria that you set.
- Route and track support cases according to product, issue, case type, partner or customer, giving customers a specialist in each area to address their concerns.
- Notify customer service reps when a customer support case has been assigned to them, and enable them to view the complete customer record, including sales, service and accounting histories.
- Escalate more complex cases either manually or automatically to leads or managers for quicker resolution.
- View escalated support cases as part of reports and key performance indicators (KPIs), giving customer service reps the ability to analyze this data with a few clicks on the Real-time Dashboard.
- Keep service reps in the loop by notifying them whenever changes are made to their assigned cases; they will also be notified when someone changes the priority or status on a case.
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