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SMART Suite Customer Complaints & Trouble Ticket Management Software |
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SMART Suite Customer Service Software provides a professional 24/7 integrated customer
portal with rich knowledge base, integrated customer satisfaction
survey and full
trouble ticket software in one scalable, dynamic & robust system that manages
all your support needs. |
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An effective customer complaints/issue handling system is essential to any service
oriented organization. An efficiently handled complaint can bring a positive response
from a customer and subsequently becomes a key factor for getting repeat business.
SMART Suite offers a dedicated 100% SaaS solution or Installed software for customer
service and support software. Unlike other solutions and add-ons to Customer Relationship
Management (CRM) Solutions, SMART Suite is totally focused on providing state of
the art customer service and support delivered
over the Internet that gives support
organizations an outstanding & consistent support experience of high quality. |
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Quick Recording : SMART Suite software allows logging of an Service Request on behalf
of customer by call center staff or use web self service given to customers. Once
an issue ticket is created with a unique ticket ID, it can be used to track the
Service Request as it goes through various stages. It captures detailed information
about the Service Request and Supports categorization of Service Request type based
on pre-defined category/type/service item and priority level and identification
of the responsible person or support unit. Using built in
dash boards SMART Suite
SRM supports correlation with past service requests for quick analysis.
Built in Workflow & Reporting : The system routes the Service Request for review
and analysis to authorized users based on pre-configured workflow rules for review,
approval (if required), and resolution. You can track your customer account data
along with service level agreements, user contact information, products/services
for which each customer is entitled to use. The process of reporting is simplified
as the system automatically generates many standard reports in formats. The reports
are generated in standard file types such as PDF or Excel.
Investigation and Remedial Actions : The solution enables triggering automatic alerts
and notifications to appropriate personnel for initiating immediate remedial action
to contain the impact of the Issue/Complaint and conduct failure investigation to
identify root cause. The investigation is driven by collaborative workflows that
ensure responsiveness by assigning investigative tasks to an individual or a team
with due dates based on priority level. Managers can track the status of the case
as it automatically moves from one stage to the next based on organizations procedures.
Dashboards : Executive dashboards provide enterprise wide visibility into the Service
Request management process which can be used for customer complaints/issues management
and highlight high-priority cases that need to be addressed. The solution provides
complete real-time visibility into the key outstanding issues with analytical reports
for trend analysis. Graphical executive dashboards with drill-down capability provide
statistics and data by a variety of parameters such as complaints category, type,
& business units. |
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SMART Suite Solution also enables key Quality Management Standards of ISO 9000 Series
like ISO 9001 & ISO 9004, since these standards provides guidance on how you
can continually improve your business quality. Quality improvement initiatives using
SMART Suite Solutions will ensure sustained success and not only benefit your customers
but also employees, owners, suppliers & society in general. |
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"SMART Suite has allowed us to better service our customers through the tracking
and accountability features. We were able to create an online knowledge base for
our staff that includes the procedures manual and FAQs from our customers. Effective
online Knowledge base has lifted a huge weight off the shoulders of our support
call centers"
Lamne
IT Manager
Mitsubishi Falcon Motors |
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Benefits with SMART Suite : |
- Track trends in customer issues
- Have comprehensive complaints history
- Reduce cost trouble ticket resolution times and repetitive support calls
- Knowledge Management promotes common procedures and standards for dealing with customers.
- Can be accessed by all stake holders from anywhere in the world at any time. SMART Suite Web based self service feature can very easily include partners, suppliers and sub-contractors in your workflow.
- Email & SMS notifications informing users of assigned tickets or tasks with reminders and multi level escalation option.
- Accelerate Service Request recording, review and approval cycles as Service Requests automatically move from one stage to the next.
- Improves communication and teamwork across departments and functional areas.
- Track customer satisfaction proactively using integrated SMART Suite Survey Management
- No need of new hardware, we can set up your system using your existing internet access.
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