Customer Service Management (CSM) goes beyond traditional solutions to elevate Company’s customer service from issue to resolution. With CSM, Company can solve customer problems by bringing front, middle, and back offices together, proactively addressing customer issues, and instantly handling common customer requests. The results: increased customer satisfaction and reduced case volume and costs.
Agent Workspace – enhance agent productivity with guided resolution in a single pane of glass
Case Management – manage interactions, model account relationships, manage SLAs, and outsource service
Omni-Channel – support customers across web, phone, chat, email, in person, and social media
Customer Central – give agents a consolidated view of customer data to boost productivity
Visual Workflow and Automation – automate service processes, tasks, and assignments with Flow Designer and IntegrationHub
Self-Service – drive self-service from a portal with knowledge, service catalogs, communities, and chatbots
Service quality is becoming more critical as organizations work to differentiate themselves from the competition. That extends to field service, whether that involves sending a technician to install or fix an asset or scheduling an onsite worker, like an insurance adjuster or home health aide. Unfortunately, customer service or the help desk isn’t always aligned with field service workers, resulting in multiple service visits, extra customer contacts, and increased costs.
Field Service Management helps Company manage location-based work efficiently and safely. It works seamlessly with Platform’s Customer Service Management and Platform IT Service Management to connect customer service and the help desk with field service processes, or it can be used stand alone. With Field Service Management Company can:
Dispatcher Workspace – Give dispatchers everything they need in one place to make smart and fast scheduling decisions.
Dynamic Scheduling – Assign tasks to the most qualified person automatically using a set of easily configurable rules.
Crew Operations – Support complex work with crews made of multiple technicians.
Intelligent Task Recommendations – Recommend tasks automatically to fill schedule gaps.
Planned Maintenance – Schedule maintenance automatically based on regular intervals or usage.
Predictive Intelligence – Automatically route tasks, recommend solutions, and identify self-service case trends.
