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Section
Topic
Direction
Customer Service Automation solves the issues related to customers problems, customers satisfaction by means of highgrade care, maintenance, additional services, etc.
Customer Service is the department which interact with customers constantly. The purpose of this service is to satisfy the customers and to give rise to new sales transactions. When its personnel work on sales matters it is become a part of the Sales Department. When it provides repair or technical services it can assist in selling additional services, upgrades and components.
Therefore the Customer Service should be linked to Sales and Marketing departments (to SFA and EMA systems accordingly).
PasCare is the set of point solutions, which allows you to make business processes changes and improvements gradually. PasCare is developed for up-to-date interactive technologies like Internet and mobile communication.
PasCare is designed for customer care managers directly engaged in client’s support and servicing.
PasCareContact is Contact & Activity Management solution that provides an interface to centralized database about customers and aimed towards customer’s satisfaction. It allows:
- to work with contact information and customer profiles (demographics, level, size, value, current status, current and previous sales & customer care problems and activities, who involved);
- to provide an access to up-to-date information on customers and stock;
- to assign the tasks to be completed and staff responsible;
- to schedule different events (actions, activities, contacts, appointments, meetings, reminders, responds to requests, inquiries, promises and proposals) with automatic notification of their arrival and to track any worker’s or team’s activity by browsing their To-Do list. This allows to plan and manage sales projects;
- to use different build-in marketing scenarios and business rules in order to make next deal;
- to record completed and promised interactions with customer (inbound and outbound calls, documents, information other messages delivered, communication channels, problems history);
- to input information about customer satisfaction and typical product use so that to use it for marketing issues.
It can be supplemented by PasCareAdviser, which can recommend an optimal behavior strategy, sample dialogues formulating and show next step towards satisfaction.
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