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Support
Management: NetSuite customer support management
software solution provides the tools to handle issues
more quickly and improve customer relationships. Support
representatives have views into customer purchase histories,
meaning they no longer have to track down information
such as support entitlement, outstanding invoices, shipment
statuses, and contracts in separate applications. And
with NetSuite's Customer Centre, you can offer customers
24/7 online self-service to increase customer satisfaction
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SUPPORT MANAGEMENT FEATURES: |
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NetSuite Issue Management: NetSuite lets you track and manage defects or enhancement requests with a closed-loop corrective action process seamlessly integrated with support & service. Never let a product or other issue slip through the cracks again. NetSuite Issue Management functionality and processes are seamlessly integrated with customer relationship and case management, providing incredible visibility across the organisation as well as externally to customers via their self-service portal.
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Case
Management and Routing: NetSuite's
management software solution lets you create,
manage and resolve customer support cases more
easily by automatically tracking all customer
interactions. E-mails received from customers
will automatically generate cases which can be
routed by topic, region, or specialist. You can
also escalate more complex cases for quicker resolution;
such cases will appear on the support supervisor's
Real-Time Dashboard automatically.
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Case
Escalation Engine: Responding in a timely, effective manner
is critical to the success of your organisation. To meet
and exceed customer expectations you need to track and
measure how quickly you are reacting to customer issues
and also escalate to higher levels of support and management
on cases that are not resolved in a timely manner. Case
escalation rules can be set to alert managers and other
interested parties to ensure that you have adequate time
to address potential problems thereby meeting the service
levels contracted with your customers.
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Complete
Customer View: With views into complete
customer records, customer support agents no longer
have to waste time tracking contracts, order statuses,
or payment issues from accounting, warehouse or
sales departments. Instead, all the information
is at their fingertips.
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Patent
Pending, No-Click E-Mail Integration: NetSuite's
break-through no-click e-mail integration eliminates
the tedious process of coordinating e-mail communication
between e-mail system and the CRM system. This custom
support management software solution's patent pending
no-click e-mail integration works seamlessly with
popular e-mail systems such as Microsoft Outlook,
Lotus Notes, Yahoo! Mail and America Online. E-mails
received will automatically create and route cases.
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Knowledge
Management: Armed with a complete database
of answers to frequently asked questions, agents can now
respond faster to customer issues and provide them access
to this information. Agents can also ramp up more quickly
on new issues. As a result, your company can support more
customers with fewer costly resources.
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Customer
Centre and Self-Service: With 24/7 access
to their complete history—and the status of purchases,
payments and support issues—customers can quickly
retrieve information they need. The Customer Centre also
allows them to make payments, submit issues, track shipments
and search the online knowledge base.
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CTI
Integration: NetSuite improves service quality
by routing calls to specialist queues based on phone prompts.
NetSuite also automatically recognises support contract
entitlement. In addition, screen pop-ups and one-click
call capability from the customer record streamline all
support efforts.
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- Spell Check Editor
- Case Escalation Business Rules
- Inbound email capture and intelligent routing
- Case Assignment Notification
- Sync with Outlook, ACT!, Goldmine and Palm OS devices
- Document Management
- Multi-channel Communication Tracking
- Message Centre
- Case Tracking by Product
- Case Escalation
- Saved Groups by Case, Transaction, Opportunity
- Customer Reference Tracking
- CSV Import and XML Support
- Time Tracking by Case
- Support Analytics
- Inventory Views
- Contract Management within Customer Record
- Word and Excel Integration
- Service Analytics
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