Customer Service

Does the majority of your business come from existing customers? Do you need a better way to cross-sell product lines? Are you taking advantage of best practices to raise operational efficiency to reduce costs? As companies address the affects of increasing global competition, one thing is for certain, superior customer service and support will improve customer retention rates. We believe that competitive advantage can be gained by optimizing customer service and support processes and technology. Implementing customer service best practices across your organization in a Web based environment where all customer facing employees can access necessary data to better serve customers, undoubtedly will affect customer loyal and improve revenue.

OpenSuite™ Customer Service delivers optimal communication capabilities by wrapping best practice consulting and software services around integrated open source technology that will maintain satisfaction and drive additional revenue opportunities from existing customers. By delivering an integrated best-fit technology solution combined with superior technology services, OpenSuite™ Customer Service will help you differentiate your customer's support experience, improving customer intimacy as well as providing real operational advantage.

Value-add:

• Centrally track, manage and share all service and support issues with customer facing employees
• Understand the frequency and depth of incedents to improve product quality
• Measure service rep responsiveness to requests.
• Establish a Wiki based knowledgebase
  
• Escalate complex issues to service response teams.
• Provide customers with a self-service portal for imputting cases integrated with your issue tracking software
• Route, track and assign cases based on service levels or expertise.
• Alert customer facing employees about pending support issues.
• Link issue back to cerain projects.
  

To obtain a free analysis or more information, call us at +1-973-597-1000 or complete this short online form.