Really Simple Customer Service & Support
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
Click on the image below to view the CS&S page
- 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 gain useful statistics and insights
I’ve used ACT!, Goldmine and Maximizer and Really Simple Systems beats them all!
