Client Service
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In these years of escalating competition and ever-deepening complexity of services, improving client support and service has been both a business and technology priority. And the initiative to provide faster and more efficient client service—and balancing that with costs—is found in services companies in all segments and of all sizes.
In services companies, however, client service is a more complex matter, since it isn't the exclusive domain of direct service reps. Instead, multi-channel interaction plays a key role—both at the time of service delivery, and on an ongoing basis, when service issues arise. That's why effective client support depends on a deep knowledge base that's accessible to all service reps and across all channels including self-service, 24/7. Importantly, this cross-channel interaction must maintain a 360-degree, real-time view of the client, including their purchases projects and service contracts; as well as the ability to route and escalate trouble tickets automatically.
As a fully integrated application, NetSuite's services companies industry solution addresses all of these needs. It enables clients to work collaboratively with service reps or via self-service and partners can also address issues; executives to view which clients generate the greatest number of trouble tickets relative to their purchases; and service reps to ramp up more quickly on new issues, service enhancements, and tips and tricks. Moreover, NetSuite's client service solution lets you see all transactions, orders and contracts in real time, providing full visibility into all aspects of your support organization.
NetSuite offers the following key client service tools:
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