CSM

Please see the Customer Service Management page for additional information

Heighten Communication and Improve Customer Service Management

SupportDesk CSM provides organisations with a scalable Customer Service Management system which allows you to provide your Customers with the best service possible and continually work to heighten Customer Satisfaction. Streamline support processes and pro-actively manage the call life-cycle with this intuitive and highly customisable ticketing tool.

Customer Support

Give Support Teams a Clear View

SupportDesk CSM enables support teams to view exactly what they need to, via personalised support dashboards. If there are Agents and teams managing specific Customers, Services, KPIs, Processes, Contracts, Suppliers, even business areas, unique dashboards can be created using SupportDesk’s drag and drop Dashboard designer. This means that, upon logging in to the service desk, an instant overview of relevant support areas is provided.

Customer Call Submission

Empower your Customers by providing a Self-Service portal for call-logging and tracking. This area of the software enables Customers to self-diagnose issues by accessing FAQs, view Service Updates, and stay updated with business Noticeboard items. The Web Self Service Portal can also be personalised for each Customer with Portal Branding, to include company logos and images.

Ensure Accurate Data Capture

SupportDesk’s QuickCall facility means that a bank of call templates can be created, with required data pre-populated such as Assignees, Priorities, even Solutions. This can be a great time saving device if there are frequently logged calls such as password reset requests or new starter requests etc.

QuickCalls can then be associated with specially designed call forms, and made available to Customers via the web Self-Service Portal. This QuickCall and Form association means that call categorisation can be automatic and behind the scenes, as it will be triggered based on the Type of call. Customers simply need to complete required fields visible on the form.

Automated Communications

Customer calls can be progressed through a pre-defined   status workflow, and routed to appropriate Assignees. Automatic emails alert required parties of logged calls, and if escalations or SLA breaches are going to occur. Updates can be sent at pre-determined life-cycle milestones, or call notes made visible on the portal, informing of Assignee changes, call Resolutions etc. so that Customers are always kept in-the-loop.

Pro-Active Performance Monitoring

SupportDesk’s KPI Monitor offers Customer Support Managers a real-time overview of service desk statistics and Call Performance. Real-Time tracking enables Managers to spot breaches, trends and control assignee workloads pro-actively. The QuickReport Designer is shipped with 100+   custom service desk reports, with the ability to edit or create reports from scratch. This area of the software enables all aspects of the Customer Support process to be analysed for continual service improvement.

Find Out What Your Customers Think

Customer Satisfaction Surveys can be designed and sent   to your Customers through the service desk using SupportDesk’s customer satisfaction survey function. In service desk communications, such as upon closing the call, links to feedback questionnaires and customer satisfaction surveys can be entered into the email template.

Customer feedback can then be reported on using the QuickReport Designer, and areas that need improvement can be identified.

SupportDesk on the Move

SupportDesk’s mobile service desk allows engineers to access the work queue and log, update and escalate calls while working on customer sites. Touch-screen signature capture enables calls to be signed-off by Customers there and then.

The helpdesk can therefore be mobilised, and Customers can be provided with the highest level of service by ensuring that SLA targets are met, even when engineers are away from their desks.

SupportDesk CSM: Core Features

Listed in the table below are some of the core features of SupportDesk CSS. If you are viewing this document in a browser, you can click on the feature names to be taken to a web page overview.

Service Portfolio Management

Drag n Drop Call Forms

Asset and Software Licence Management

SupportDesk Mobile Touch

Drag n Drop Dashboard Forms

Self-Service Portal

Financial Management

Twitter Integration

Call Notes

KnowledgeBase

Multi-Media Call Notes

QuickCalls (Call Templates)

Multi-Language Support

Timeline

Call Activities

Satisfaction Surveys

Workflow Engine (Escalator)

LDAP Integrator

KPI Real-Time Monitor

Outlook Add-In

Live Chat

Telephony Integration

SCCM /Snow / Altiris Integration

QuickReports