Customer Problem Management

As with most organizations, effective management of customer problems, from initial receipt to resolution, is a defining activity for customer-oriented telecommunications companies.

Meet your Business Goals

  • Improve customer service
  • Lower costs of services

Key Performance Indicators

  • Reduced complaint escalations and return rates
  • Faster complaint resolution and increased customer satisfaction index

ECM plays a critical role in the consolidation and fast delivery of critical customer information. Content (structured and unstructured) that is easily accessible, business rule automation and escalation mechanisms all help speed customer problem resolution—which is key to effective service delivery. ECM solutions for customer problem management allow your customer representatives to tag any customer issues or complaints and track them as they are processed across your organization – from entry point to problem resolution.

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.