Workflow Management Software

Customer1’s workflow management software ensures issues are resolved on time and effectively. Define the process around which issues are escalated and routed based on your business rules and requirements. Ensure service levels are met while automatically providing status updates to customers as issues move toward resolution.

Optimize the level of service you provide by streamlining how issues get routed throughout your support organization.

Benefits:

• Escalate issues that can’t be resolved on the first interaction;
• Resolve issues quickly and efficiently;
• Ensure service level agreements are honoured.

Features:

• Automatically escalate and route issues to appropriate agents and second-level support based on business rules and parameters;
• Business clock to manage service level agreements for specific issues and departments;
• Automatic email notification and status updates, when issues are escalated;
• Associate issues with different colours, depending on their priority and status against service level agreements, making them easier to track.