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attend CustomerService is a solution for the management of customer service departments, support centres, technical help services, or any other line of consumer assistance specially designed to offer quality service to customers.
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attend
CustomerService can be adapted to different kinds of services:
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Technical help services (computing, telephony, copiers, etc.) |
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Consumer line.
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Recourse Centre. |
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Information about contracted products and/or services. |
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Public help desk. |
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Help desk for distributors, franchises, sales channels, etc. |
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Information centre (professional associations, guilds, etc.) |
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A wide range of functions
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Identification of service request origins, type of consultation or request. |
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Identification of the person or element generating the incident.
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Description of typologies of incidents, consultations, calls, etc. |
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Registration of comments or descriptions of service requests, information annexes, etc. |
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Assignment of request to a service group, specialist staff to deal with it, or to the corresponding technical service. |
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Definition of warnings, modifications, escalations and service alerts. |
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Time controls: lifespan of an incident or request, work time, response time and wrap up time.. |
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Quality control. |
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Obtaining of service statistics. |
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Definition of business norms in order to adapt product to individual needs. |
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Corporate structure, divisions, centres, etc. |
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Service requests by telephone, e-mail and website request form. |
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Exportation of data to other applications (management system, invoicing, etc.) |
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Monitoring and control of incidents transferred to third parties (companies subcontracted to provide specific services). |
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Inventory or assets register for the service provider. |
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Control of contracts, guarantees, renting, etc. |
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Adaptation and personalisation of the solution. |
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Benefits of this solution
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Consultations which allow the exact situation of the service to be determined. |
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Statistics and reports which offer data for decision-making.
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Assistance to organise the most appropriate training according to the staff needs.. |
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Detection of incidents related to computer devices or other elements of the corporate assets. |
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Better coordination of services, with easy identification of the biggest priority. |
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Creation of a knowledge database shared by all users of the system. |
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Fast, efficient access to the information. |
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Establishment of service procedures. |
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Increase the image of quality and communication for the client or user who requests the service.. |
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Calculating the exact costs of the service and their distribution. |
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Control of internal and external service contracts (supplier control). |
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A portal for accessing information (extranet). |
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| All attend® CS solutions are based on attend Professional®. |
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