Issue Resolution
Effective issue resolution requires that enterprise content is readily available to customers and service representatives with all of the context about the customer, the product and the incident necessary for rapid resolution. For those incidents that cannot be resolved immediately, OpenText solutions enable you to implement processes that direct the issue to the right person in a timely manner.
Meet your Business Goals
- Improved customer satisfaction and loyalty
- Improved service delivery in call center
- Access to statements, payment history and correspondence
Key Perfomance Indicators
- Decreased time to close customer incidents
- Decreased cost of service and escalation processes
- Improved customer satisfaction
Enterprise Content Management (ECM) solutions from OpenText for Issue Resolution deliver this functionality with the following components:
- Software: Archiving, , Document Management, Extensions for SAP® Solutions, Project Management
Supplemented by Business Content (e.g., predefined workflows) to give you a head-start in configuring workstreams and processes, Consulting Services, Training and Support tailored to meet your requirements.
