Unified case database
Accumulate all cases from your customers and partners in one section of the system. You can classify the cases into different categories: incidents, service requests, advisory services. The system also allows you to assign agents and teams, regulate timelines for case resolution taking into account different time zones and manage communications during case resolution.
Service Desk organizational structure
Take advantage of the best practice model for the Service Desk organizational structure in bpm’online service enterprise. You can easily manage roles, define functions and authorities. Use pre-configured workplaces to improve agents’ productivity and facilitate their daily activities.
Registration and classification
Instantly register new incidents by recording key information about a customer and incident details. The system allows registering incidents automatically from incoming emails or message from self-service portal. The first line agent will define incident priority, taking into account the urgency, impact level, service agreement, service type and connected CIs. Flexible rules for ‘junk’ email processing protect customer support teams from undesired email streams to help them focus on what matters most.
Incident investigation and resolution
Run incident diagnostics, formalize resolution and provide information to customers. Use system data to draw conclusions as to whether the incident was a recurring mass phenomenon. A service agent can also search for similar incidents, registered problems or documented known errors. If needed, you can escalate the incident to a higher support line or supervisor. Manage a complete history of case processing. Track case details, tasks, sent emails, phone calls, and knowledge base articles used to resolve the case.
Complete incident resolution process by formalizing its results. Bpm’online service enterprise automatically sends a request for customer feedback in order to evaluate the level of customer satisfaction and service quality.