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Content Management for Customer Support and Service

Optimize customer support management to resolve cases faster and improve customer satisfaction with tips from the experts

Connect customer experiences

78%
of service agents say it’s difficult to balance speed and quality[1]

Ready for the future of customer service?

Enable superior customer service management

Information silos and disconnected systems prevent service agents from having a clear view into customer issues. Agents need instant access to all customer information, including contracts, account status, purchase history and technical specifications, to provide customers with superior service.

Integrate with CRM systems to connect all customer touchpoints and deliver a complete 360° customer account view that fuels productivity and collaboration, provides critical insights and empowers service agents to deliver exceptional customer experiences.

Key benefits of a 360° customer account view

New work models and evolving customer expectations require rethinking Information Management strategies for customer support and service management. Master modern work to boost productivity, shorten time to revenue and delight customers.

Read the IDG article

  • Improve customer support management

    Respond quickly to customer needs and build strong relationships to create consistent and memorable customer experiences.

  • Shorten resolution times

    Close cases efficiently with a 360° customer platform that delivers real-time access to all customer-related content, directly within CRM applications.

  • Increase staff productivity

    Spend less time searching for relevant information to resolve calls quicker, reduce customer wait times and increase the number of queries agents can process.

  • Reduce risk

    Instantly locate and reuse the right information and regulatory content to comply with mandates and guidelines, such as GDPR.

  • Simplified system architecture

    Eliminate information silos by consolidating on a single content management system connected through to front-end applications.

  • Automate customer tracking

    Automate incoming communications with intelligent capture capabilities for efficient customer tracking, routing and actioning customer requests quickly and consistently.

Business impacts to customer service

  • Full customer visibility

    Without access to commercial agreements, agents often struggle to resolve operational issues. This can lead to embarrassing and time-consuming situations that damage the brand. Take the guesswork out of support with full customer visibility.

  • Customer self-service

    Customers expect self-service digital options to easily access and manage their own account information. Companies who cannot provide it are likely to lose customers to a competitor. Enable customer self-service to meet expectations.

  • Documentation in the field

    Instant access to customer information can be a game changer when working in the field. Whether it is product-, version- or asset-related, engineers need confidence they have the right information. Offer excellent customer service from any location.

  • Safeguarded information

    Different stakeholders across an organization access customer information. For security, it is important they only access role-relevant information. Protect information with roles-based permissions to only deliver what is needed, when it is needed.

  • Increased productivity

    Switching between multiple applications is time-consuming. The process does not just delay decisions but also increases the risk of misplaced information. Integrate business applications for a complete view and accelerate time to resolution.

Connect customer experiences

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Explore the components of the solution

Products

Discover the unique components of an advanced content management solution for customer support and service management teams.

Professional Services

OpenText combines end-to-end solution implementation with comprehensive technology services to help improve systems.

Content Management for Customer Support and Service resources

AppExchange Mavericks: OpenText delivers Enterprise Content Management from within Salesforce

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Three signs data friction is holding back sales and customer service

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Find OpenText solutions on the Salesforce marketplace

Browse the AppExchange

OpenText Extended ECM for Salesforce for service management

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OpenText Core Content feature overview

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OpenText Extended ECM for Salesforce CE Lightning UX

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Extended ECM for Microsoft Dynamics 365

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OpenText Extended ECM for Microsoft Dynamics 365 Customer Engagement

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A day in the life of a Commercial Banking Customer

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Salesforce AppExchange: OpenText Extended ECM for Salesforce

Watch the overview

Streamline sales & improve processes with Extended ECM Documentum for Salesforce

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How to delight customers with engaging experiences

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Gain the information advantage with a complete 360-degree customer view

Learn how

What is a customer information management system?

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Discover other ways OpenText and Salesforce work better together

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Footnotes

Footnotes

  1. [1]Salesforce Research, Salesforce State of Service, 5th Edition, 2022