service and case management

Customer Service and Support Management, within GoldMine Enterprise, provides users with tools to manage the entire service process. Robust, easy to use features support the management and tracking of customer service issues, from initial capture to the conclusion of the resolution process.

Service and Support Management is designed to help the service team route cases, maintain the support process, and manage customer issues for quick resolution and greater customer satisfaction.

GoldMine Enterprise allows for the effective management of product, documentation, service issues, and much more. Issues can automatically be assigned to the service agent based on a set of configurable business rules. This provides optimised case routing and issue priority for more efficient results. Customer support agents are notified of important issues for quick action or re-assignment if necessary. GoldMine Enterprise Edition's Service Management system helps distribute cases in real time using extensible business logic so your support agents can manage and resolve issues for greater customer satisfaction.

Using Customer Service and Support Management features, end users and managers have the ability to view all issues within each division, by priority and by product or service line and help position the customer service agents accordingly. This ensures that issue backlogs don't build up.

To discuss your requirements further tel: 0845 6588 121 or e-mail: info@prior-analytics.com