Supportworks For Customer Service and Support Supportworks Customer Service and
Support (CSS) allows organisations to develop and deliver services to support
their customers across any size of organisation, locally or globally.
Supportworks CSS is the configuration for the discerning service manager, and
quickly builds to provide core disciplines: Service Request Management Service
Process Automation Service Level Management Support Resource Management Support
Systems Deployment & Integration Management Information and Reporting
Supportworks CSS is the template configuration designed specifically for the
Customer Service and Support Industry. Some of the benefits of Supportworks CSS
are as follows: Increased support productivity - Supportworks CSS's service
request capabilities ensures that there is no need for anything to be logged
manually. Its ability to maintain customer and contract information in real-time
speeds the effectiveness of service advisors to ensure fast resolution times.
Optimised service resources - Supportworks CSS resource management makes easy
work of scheduling and allocating logged requests to individuals, groups and 3rd
party suppliers, based upon the skills to provice the best possible service.
Increased support effectiveness - By utilising Supportworks CSS/s service level
agreement model, problem and change reequests will be responded to and resolved
in customer priority order. Increased decision support management -
Supportworks CSS reporting and analysis delivers instant decision analysis to
accurately support maintenance and contract performance for effective resolution
and resource anagement. Customer satisfaction becomes a reality. Forecast the
cost of support - Supportworks CSS allows any service-focused organisation to
accurately budget for resources based upon known demands and performance.
Increased business profitability - Because Supportworks CSS ensures effective
and timely delivery of support to customers, there will be a direct operating
contribution through increased customer retnetion and service revenues. When the
services an organisation provides are tied to maintenance contracts, the use of
a solution that contributes to improving service delivery to secure a valuable
revenue stream will add tangible benefits and measurable return on investment.