Customer satisfaction means to retain your customers because their loyalty is an asset to your business. To achieve customer satisfaction when your business requires complex service processes is not an easy task.
Resolve It! provides the means to design, configure and manage any service related business process optimizing collaboration across departments, workgroups and even external service providers. Resolve It! allows you to organize a smooth workflow by notifying, alerting and escalating individual tasks but keeping informed of the overall status and progress to the key players in the business process, no matter how simple or complex they are.
Resolve It! CMS allows you to implement a Service Desk as a central point of contact for receiving customer, user and business related issues. Resolve It! not only handles incidents, problems and questions, but also provides an interface for other business activities such as product and service related customer care.
Resolve IT! CMS provides a way to have a single service management system for all business units in your company, allowing you to define corporate wide service processes, managing collaboration among different business units and keeping them communicated to optimize the service delivery.
Resolve It! Customer Service Management Solution Features.
Call Center Integration / Call Tracking
Registers and tracks a customer service request originated via all the way to the completion of the requested service. Resolve IT! will follow up the original issue making sure that the appropriate on-time service is being delivered to your customers.
E-mail integration
Allows you to publish one or multiple e-mail addresses to your customers so they can submit any type of service request. Our Mail Monitor can scan a single e-mail account as the entry point or multiple e-mail accounts by service type, product or Department, creating and routing a service request to the appropriate service group or agents based on their skills. Resolve It! also lets you easily receive service requests via e-mail from any other internal or external system. You can use a number of commands embedded in a e-mail template allowing you to fully automate any service process. When these types of e-mails are processed a new service request is created, prioritized, classified and routed automatically by the Mail Monitor.
Two way e-mail Tracking
Resolve It! will automatically notify your customer via e-mail about any service request or issue open on his/her behalf starting the possibility of a two way communication via e-mail with the customer recording every in-coming and out-going e-mail. The Analyst that is providing the service gets notified of any new incoming correspondence sent by the customer. When the service has been delivered Resolve It! will automatically send an e-mail notification to the customer. Resolve It! also allows your Analysts to be notified of any new assignments letting them accept, update and close a service request ticket or Issue from anywhere via e-mail.
Self-Service including Self-Registration
Allows your customers enter and track their service request via the internet or intranet; new customers can even register themselves if they are requesting service for the first time. Customers can interact with the Analyst that is providing the service via the Internet. Resolve IT! can easily become part or your corporate portal or website.
Service Level Management
In Resolve It! you can define, maintain and manage Service Levels for a client or priority. Service delivery is calculated based on the level of service that is automatically assigned to the service request based on the client, classification and priority. Response times, resolution times, reminder alerts, escalation and even automatic client updates are defined and calculated based on service hours and holiday schedules. Analysis can be performed easily to calculate how well your service desk is performing based on defined Service Level parameters.
Process and Workflow Management
Resolve It! allows you to define business processes even if they require collaboration across departments, workgroups and even external service providers. You can define and manage the workflow of any service process having a real-time picture of how the service is being delivered based on client, department, vendor or individual resources on each workgroup. You can easily view performance and productivity for every type of service that you provide. Resolve It! manages the time involved in the completion of every task within every process, coordinating when and by whom the next task needs to be worked on to optimize any service process.
Project Management
If the service that you provide to your customers is structured and requires a series of tasks performed by different resources, Resolve It! allows you to configure project templates defining expected durations for each task, calculating the exact due date for each task no matter if the tasks are dependent or if they can be performed simultaneously. The real benefit in Resolve It! is that if a task is completed ahead of schedule it will notify the responsible Analyst of the next task providing you with possible time savings, therefore enhancing productivity.
Billing & Costing
Define billing codes for a client or company to calculate the cost of the service that you provide. You can attach one or many billing codes to a client and multiple billing codes can be used on a single service request if applicable.
Enterprise Application Integration
Now you can automate your Customer Service delivery integrating any system in your company with Resolve It!. Any application can use a Resolve IT! webservice to create a new service or support request in Resolve IT!. You have the ability to include a new service request or Issue screen as part of your Corporate Portal or any website or web application. Another option is to integrate an application with Resolve It! using e-mail (See above - E-mail Integration). Any of the integration methods that we offer will allow you to create a new request or Issue in Resolve It! going to a special queue or you can pass specific information to allow Resolve It! to automatically prioritize, classify and route the service request.
Application Customization
Resolve It! allows you to easily customize any screen to fit your needs. you can even create new fields. Design user-defined screens according to the needs of a type of business, product or service type. You can basically customize the entire application without changing a singe line of programming code.
