Customer Support Service
Case Assignment & Management
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In today's constrained IT market, software companies must make the shift from a product focus to a customer focus if they want to delight customers during implementation and through ongoing operations. Only by addressing customer needs quickly and efficiently can they hope to reach—and keep—more customers. That's why effective case assignment and management are top priorities at the most customer-savvy software companies.
With NetSuite's software industry solution, you can assign, manage, route and resolve customer support cases across your diverse communication channels, including phone, fax and Web. Automated case management and e-mail notification also ensure that everyone stays in the loop, and consequently, that the customer receives only top-notch service.
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- Cut costs and improve workflow by automating the business processes associated with customer support case assignment and management.
- Route cases intelligently, enabling fast, efficient prioritization of all your customer support cases.
- Save time by giving support reps all the information they need within a single, powerful application. With NetSuite's customer support service, reps no longer waste time hunting for contracts, invoices, or other data in disparate systems or departments.
- Meet the requirements of your customer support agreements and give customers the world-class service that will lead to longer, more profitable relationships.
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- Respond to trouble tickets across a variety of mediums, including e-mail, phone, fax, or other channels.
- Log and analyze e-mail communications in order to better serve existing as well as future customers.
- Send an automatic reply to customers confirming the receipt of the e-mail, along with a case number.
- Segment and prioritize trouble tickets according to customers who've been waiting the longest for resolution, the types of service contracts you offer, or any other criteria that you set.
- Route and track trouble tickets according to product, issue, case type, partner or customer, giving customers a specialist in each area to address their concerns.
- Notify service reps when a trouble ticket has been assigned to them, and enable them to view the complete customer record, including sales, service and accounting histories.
- Keep service reps in the loop by notifying them whenever changes (such as status or priority level) are made to their cases.
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