Unified case database
Accumulate all cases from your customers and partners in one section. You can classify the cases into different categories: incidents, service requests, advisory services and claims. The system also allows you to assign cases to agents and teams, regulate timelines for case resolution and manage communications during case resolution. Flexible rules for ‘junk’ email processing protect customer support teams from undesired email streams to help them focus on what matters most.
The system allows for registering cases automatically from incoming emails or message from self-service portal. Flexible rules for ‘junk’ email processing protect customer support teams from undesired email streams to help them focus on what matters most.
Best practice service processes
Manage various types of cases with the help of out-of-the-box best practice processes in bpm’online customer service. The processes guide agents though the most effective actions required to successfully resolve cases. The process triggers notifications and alerts, and enables control over case resolution deadlines.
Tasks and calendar
Manage your activities, calls and tasks easily with bpm’online intelligent time management tools. You can add personal or group tasks that are linked to a specific assignment, contact or case. You can also synchronize your tasks and calendar with Google Calendar and Microsoft Exchange. All notifications and reminders are displayed in the notification panel.
Manage the complete case history in bpm’online customer service. Track case resolution activities, emails, calls, and knowledge base articles used for resolution.
Take advantage of comprehensive dashboards to analyze the effectiveness of case resolution and service process efficiency. With bpm’online customer service analytic tools, you can control customer satisfaction levels, percentage of overdue cases, and service staff efficiency.