Global
France
Germany
JapanCustomer 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.
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.
Software: Extensions for SAP Solutions
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.
Meet your Business Goals
GOAL: Improve customer service
KPI: Faster complaint resolution and increased customer satisfaction index
GOAL: Lower costs of services
KPI: Reduced complaint escalations and return rates
