Bill Patrick
Agility

"The implementation of Really Simple Systems Hosted CRM has helped us achieve quality customer services"

Really Simple Customer Service & Support

Really Simple Customer Service & Support uses Case Management to track support and service requests and escalate them to meet target service levels

Full Case Management tracks the progress of each Case from open to close
Uses a simple traffic light metaphor to show case status: green, amber and red
See all the activities associated with a case on one simple page
Opening, assigning, closing and reopening activities are automatically recorded
Customers can be assigned SLAs (Service Level Agreement) and each SLA can have multiple priorities with different target response times
SLAs can define case ranking
Manager dashboard quickly shows total number of open cases, and cases and staff that need attention
Support staff dashboard shows news cases, cases that are in danger and ranks open cases
Cases are automatically ranked for easy prioritisation
Identify and reassign problem cases
Report on closed cases to get useful statistics and insights