Customer Services

Customer Services

Issue Resolution

Business Goals

  • Improve customer satisfaction and loyalty

  • Improve service delivery in call center

  • Provide access to statements, payment history, contracts and correspondence

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, Open Text solutions enable you to implement escalation processes that direct the issue to the right person in a timely manner.

Open Text  solutions for issue resolution delivers this functionality with the following components:

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.


Activities

Issue Resolution involves Call Centers, Dispute Management, Electronic Invoices & Statements and Product Information Management.

  • Call Center

    Open Text solutions for Customer Services support your call center by providing access to content from distributed sources -- including your Enterprise Resource Planning (ERP) and document management repositories -- in a logically organized manner


    • Customer Folder provides logical access to data and documents across the entire order flow -- including proposals, quotes, contracts, order documents, delivery notes, invoices, customer correspondence and email

    • Product Folder provides logical access to data and documents for the product configuration -- including drawings, manuals, documentation, installation and repair instructions, service bulletins and FAQs

    • Maintenance Folder provides logical access to data and documents needed for a scheduled or unscheduled maintenance event -- including drawings, manuals, maintenance instructions, equipment location, notes, customer details and repair history


  • Dispute Management

    Open Text solutions for Customer Services supports processes for effective resolution of issues raised by customers. They enable you to implement best practices in the form of workflows to route issues to the appropriate individuals or groups for quick solutions which conform to policies and external regulations and benefit from knowledge gained from previous events.


    • Flexible workflow design tools for implementing escalation processes

    • Initiate and participate in workflows directly from a standard Web browser or via Microsoft Outlook or Lotus Notes email client

    • Case Management solution to monitor and control escalation processes to ensure compliance

    • Access to documents and ERP data across the entire transaction so that service representatives don't waste any time looking for relevant information


  • Product Information Management

    Open Text solutions for Customer Services support the entire lifecycle of each product and product configuration with:


    • Secure, Web-based access to documents and other media types including discussion forums and FAQs

    • Integration between your enterprise product lifecycle management system -- e.g., mySAP PLM -- and unstructured documentation

    • Flexible workflow processes for providing feedback to all interested parties with ability to ensure compliance with policies and external regulations


    Solution Adaptations: Business Process Management, Document Management & Collaboration, Extensions for SAP Solutions, Project Management

Key Perfomance Indicators

Time to close customer incidents decreased

Cost of service and escalation processes decreased

Customer satisfaction improved

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