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On-line system
: |
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A web-based system allowing customers to register
service requests 24X7 through web. |
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Service request management
: |
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Centralized management of the service requests
received from multiple channels. Integrated system allowing support agents
to take the actions on tickets as well as tracking all the actions as well
as each and every interaction with customer. |
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Automated responses
: |
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The system generates an automated response as soon as
the service request is registered either through web or through email or
manually entered by the support agent.
Also, a ticket is generated automatically and forwarded
to the support agents. |
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Visibility of status
: |
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Customers can view the status of their request
on-line. |
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Flexible routing
: |
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Ensuring that the service requests are routed to
the best suited agent by allowing the customization of the assignment
rules as per the organization’s needs. |
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Consistent customer experience
: |
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Providing a consistent customer experience by
enabling support agents to manage the service requests in same manner
irrespective of the communication channel. |
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Solution knowledgebase
: |
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A centralized and searchable knowledge base can be
made available to agents to ensure the accuracy, efficiency and
consistency while fulfilling the service requests.
Option for presenting a self-service menu to the
customers by allowing them to access the full or part of the knowledge
base.
Knowledge base can be built easily by converting the
existing service requests into knowledge base articles. |
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Performance tracking and
monitoring : |
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Filtering the service requests by specified
criteria and reports like service request statistics by status, request
type, customer, etc. can allow the key person to monitor the entire
support activities at their fingertips. |
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Email integration
: |
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Emails can automatically be downloaded into the
PowerCare database, converted to the service request and routed to the
appropriate agents. |
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Option to use as an off-line module
: |
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PowerCare system also provides an option to use
it as an off-line module when internet connectivity is not opted for. |
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User friendly interface
: |
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An extremely simple user-interface is provided to
minimize the user training requirement. |
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Customization
: |
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PowerCare system can be customized very easily.
Various customization options (like automated response, automatic ticket
generation, knowledge base access restrictions, customer code generation,
formatting of the email responses) are provided to suit the organization
needs. |
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Additional
Customization Services : |
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PowerCare is built by assembling ready-to-use
software components offered by BitSlice. This adds extra robustness,
quality, maintainability and customizability to the PowerCare system.
We have a readily available team to offer you any
additional customization services to meet your very specific requirements. |
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Benefits
: |
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- Increased employee productivity
- Improved service levels
- Reduce overall support cost
- Improved customer satisfaction and retention
- Growth in Business
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