Customer Service Accounts-Improve Account Handling:

• Boost agent productivity with the intuitive user interface.
• Improve first-call resolution with access to customer histories.
• Automatically identify and delete duplicate records.
• Simplify adding, changing, and managing contact information.
• Model one-to-many, many-to-one, and complex relationships to provide great service.
• Gain actionable insights.

Manage Client/Customer Cases Efficiently:

• Create, manage, and resolve cases by phone, e-mail, chat, Web, or in-person contact.
• Use rules-based routing and escalation to speed first call resolution (FCR)
• Plan and complete case activities manually or automatically and record them for future reference.
• Deliver appropriate service fast with an at-a-glance view of each customer's history and service contracts.

Simplify Contract Management:

• Set up a catalog of products and services to track sales, incidents, and contracts to identify issues with specific offerings.
• Gain insights to help sell more support contracts.
• Create a contract repository to streamline case management.
• Give agents a view of the current status and service eligibility for each customer.

Utilize Knowledge Base to Tap into Proven Expertise:

• Resolve common issues fast and avoid duplicated efforts by using the built-in Knowledge Base as a solutions repository.
• Share staff expertise and easily publish, store, and access Knowledge Base information.
• Distribute Knowledge Base articles about best practices and solutions through the Web or automated e-mail response.

Streamline Scheduling:

• Define services with related resources and work schedules to increase precision.
• Save time with easy, visual scheduling
• Get a centralized view of service workers' calendars and resources to optimize scheduling.
• Save time and costs with increased visibility into how well current scheduling is fulfilling service goals.

Automate Workflows:

•  Create personal, workgroup, departmental, or federated workflows with handy wizard that reduces reliance on IT.
• Automatically assign activities to specific agents and use rules-based escalation to redirect cases to the right agent.
• Provide consistent handling across geographic locations with support for multiple languages and currencies.

Customer Service Mobile Express:

• Deliver notifications and alerts through mobile devices to update customers on service schedules and appointments.
• Access and send CRM customers service data via any Web-enabled device.
• Use the Windows Mobile SDK to customize your mobile applications.
• Enhance customer service with better communications between field service and office staff.

Enhance Customer Service with Insight:

• Closely monitor customer service and support processes with dashboards and scorecards.
• Identify and address issues and refine key performances indicators (KPIs).
• Provide customer service representatives with embedded cross-sell offers tailored to the needs of specific customers.
• Use built-in reports or create custom reports with a Report Wizard.