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MSS / Support

Provide Superior Service with MSS/Support

No CRM system would be complete without the ability to respond to employee and customer complaints or problems. MSS/Support allows incident creation and tracking, routing of open tickets, provides up-to-date resolution status, links to your company’s knowledge base for problem remedies and gives your organization a complete solution to correct any product or service issue. MSS/Support integrates with MSS/CRM and your company’s website to allow complete customer and employee self-service. You will not only benefit from providing superior service, but will be able to determine where the majority of your organizations’ problems arise so you may address them swiftly and proactively.

Does your company currently have a system to allow employees and customers to log internal or product/service issues? MSS/Support allows incident creation and tracking via network client or the Web.
Suitable for managing your organization’s internal help desk, providing customer support and implementing a service dispatch system.

Access and view all internal and customer issues in multiple queues. Log, manage and track incidents - route them to the appropriate parties.
Enterprise-wide visibility by providing service representatives complete information on customer, products and services purchased, warranty period, access to the customer’s previous incidents, your company’s service knowledge base and related incidents reported by other customers.
Allow customers to enter help desk incidents with supporting attachments through your website. Provide up-to-date resolution status and information on all open and closed issues.

Incidents are tracked and statused using process steps derived from your organization’s specific support processes.
MSS/Support is a complete Help Desk solution that integrates with MSS/CRM and your company’s website to provide a superior level of internal and external support services.

Click here to download a product brochure

Features & Benefits:

Calls can be automatically or manually routed to a service queue based on priority, status or product/service affected.

The same system manages your internal and external help desks.

Automatically finds experts in your organization suited to handle an incident based on the type of problem reported.

Improve product development as MSS/Support automatically creates and tracks product problem reports to the integrated Product Development module.

Leverage your IT investment with integration to MSS/CRM Knowledge Base, Product Catalog, Customer Center and Activity Center.

Gives service management, sales people and your Call Center full incident reporting and customer situational awareness.

Tracks incidents using e-mail, telephone and website.

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