attend® Customer Service provides service for different scenarios:

• Technical assistance services (computing, telephony, copiers ...).
• Consumer hot-line.
• Claims or requests Central Portal.
• Information on products and / or services.
• Citizen portal.
• Reseller assistance point center, sales channel…
• Information center for schools, guilds, associations…

Included features

• Identification of the source of the service request, query or request.
• Identification of the person or active item that generates the incident.
• Description of types of incidents, queries, phone calls…
• Record comments or description of the request for services, information attachments…
• Assign the request to the service group, specialized personnel for the resolution, or the corresponding service.
• Define warnings, notifications, escalations and service alerts.
• Time control: lifetime incidence or request, work time, and closing response.
• Quality control.
• Service statistics.
• Defining business rules to adapt the product to their own needs.
• Organizational tree to define corporation/multi-company, division, center…
• Service Request by phone, email, web form.
• Export data to other applications (data warehouse, ERP, invoicing...).
• Monitoring and control of incidents transferred to third parties (subcontractors for certain services).
• Inventory or asset recording to which the service is provided.
• Control of contracts, warranties, leasing…
• Customization of the solution.
• Complete workflow to manage pre-sales, proposal, order, budget, workload...  

 
Benefits

• Statistics and reports that provide data for decision-making.
• Help to give better guidance to client training as required.
• Service request analysis regarding the customer or items in the order.
• Better coordination of services, easily identifying the highest priority.
• Knowledge database shared by all the system users.
• Fast and efficient access to information.
• Service procedures.
• Increases the quality (and the user perception) and the communication to the client or user requesting the service.
• Detects the exact costs of the service, and distribution thereof.
• Service contracts control, both internal and external (vendors control).
• Portal access to information (technical access, managers, users / employees).

All the attend® CS are based on attend® Professional.