Case Management

case management

CASE MANAGEMENT

CUSTOMER SERVICE, EVOLVED

New communication channels, tools, and products. Customers ask for more. Timing, compliance with the Contracts, Service Level Agreement. Maintenance planning and extraordinary interventions.

With Evolutivo Case Management, these goals can be achieved. Satisfy customers accurately and efficiently, thanks also to the planning tools contained in the suite.


THE CUSTOMER AT THE CENTER

How to really put the customer at the center of the assistance process?

It is possible to create a multi-channel engagement center: forms on the website, a real-time chat, assistance ticketing created directly by rules that read the email. Automations that allow escalation to those directly responsible.

Furthermore it is possible to design the process in order to have an important monitoring, a system to define the most important KPIs.

Finally, segmentation by customer type and channel allows creating a "match" between communication channels, products and (why not?) Sales scripts.

Evolutivo, it has shown that it can save resources, improve solution rates on first contact and save on training costs.