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Maintaining high service levels? Cultivating strong customer relationships? Customer loyalty? Now those are real measures of success. What if you could streamline customer service interactions and administrative processes? You’d probably reduce response times as well as operating expenses and—more importantly—increase customer satisfaction levels.
Benefits and Features
Automate Support Functions
Within the Cumulus9 Platform exists an integrated, full-featured support management solution. The Support WorkSpace module implements the best support processes in a web-based, centralized application. Service departments can access full customer interaction histories and automate entry of new support cases and service requests. The Support WorkSpace eliminates errors and repetition inherent in administrative processes, so you can focus on providing resolution, instead of data entry.
Improve Customer Interaction
Customers can log in to the system to initiate or monitor support cases—reducing call center volumes. Their requests can then be automatically routed to minimize response time and internal administration efforts. You and your support staff can view caseloads quickly and drill down to specific cases. You can also review the customer’s history to find out what services they required in the past.
Expedite Problem Assignments
The Support WorkSpace module streamlines case entry and stores information in the support database. Information only needs to be entered once, simplifying case management. Cases are also easily transferred to members of the support staff, experts within the company or, if necessary, the executive levels of management.
Help for the Support Manager
The Support WorkSpace provides you with the ability to group teams for specific functions. Communication with those teams is enhanced with the ability to broadcast messages to specific groups.
Streamlined Integration
The Support WorkSpace module takes full advantage of the Cumulus9 Platform’s integrated Contact Management System and Knowledge Base to automate the exchange of information. For instance, the Support WorkSpace can use the Knowledge Base as a repository for solutions to common issues. The Support WorkSpace also feeds case status and history to the Sales Force Automation WorkSpace, so sales reps can stay alert to issues affecting their customers.
Access from Anywhere
With anytime, anywhere access, you and your team are clicks away from knowing the current status of customer issues. Customers can also get filtered access to see the status of their cases. With the optional MobileSpace module, service reps can receive alerts to changes in assigned cases on their mobile devices—PDAs, pagers and cellular phones—through their existing wireless services.
Just Fast and Effective
The Cumulus9 Platform is the enterprise management system that makes support management effective, quick and easy. Cumulus9 provides enterprise-caliber management solutions for small and midsized companies to save, sharpen and simplify their business operations. The Cumulus9 Platform bundles an integrated suite of business productivity systems that enables anytime, anywhere access to enterprise information over the Internet.
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