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Numara FootPrints for Customer Service Management will ensure your
organisation keeps its valuable customers. Numara FootPrints CSM is
a comprehensive solution that satisfies most customer service
activities due to the structure of the Platform.
Here you will find service process automation, a structured rules
engine and reports which allow you to quickly establish your terms
of service and support. Integration with sales and marketing
applications will populate Numara FootPrints with customer details
and history to profile the customer against the right Service Level
Agreement for the products and services they receive.
Support Groups (or Field Service Engineers) can be associated to
particular products in order to speed request allocation. Further
integration can allow areas such as spares catalogues to be
presented and worksheets to be produced, even down to a time and
materials level.
Being fully web-enabled Numara FootPrints also allows full
application support for remote working service teams and the
e-Service portal gives customers the ability to view the status of
their service request and download information and knowledge for
self diagnosis and fix. Indeed Numara FootPrints’ adaptive framework
provides a design environment for scoping and realising new customer
service situations. This design environment leverages industry
recognised best practice yet remains open for users to build their
own particular service desks.
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