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| Home » EIT » Business Solutions »Customer Support Automation |
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CUSTOMER SUPPORT AUTOMATION |
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The Challenge
Do you know how much each Customer Support call costs you? How often do you lose money on a call due to lack of entitlement? Are you meeting, exceeding, or failing on your contracted Service Level Agreements? Are your reps fully leveraging every opportunity to up-sell services or renew support contracts?
Infogain recognizes that having the answers to questions like these will result in a more efficient and profitable Customer Support operation.
Infogain Solution Infogain has extensive hands-on experience in the integration of CRM and ERP applications for Customer Support organizations. With over a decade of creating customer knowledge solutions, we thoroughly understand the challenges – and the rewards – of establishing an integrated and automated support system.
Infogain's approach to Customer Support automation is three-fold:
- Data Integration: create consistent data across all internal and external (supplier, logistics partners) systems
- Analytics and Reporting: establish metrics for monitoring and managing all Customer Support operations and make them available through a Customer Support portal
- CRM Software Optimization: implement a new CRM/Customer Support system; enhance existing functionality; and/or upgrade existing CRM/Customer Support system to current release
Result/ Business Benefits
Infogain's CRM solutions incorporate best practices – our experience has taught us what works. Our business solutions enable you to better support customers and then reap the rewards: increased operating efficiency, cost reductions, process streamlining, and improved customer satisfaction levels. You will be able to:
- Resolve more issues on the first call
- Readily access information that supports informed responses and decisions
- Escalate issues for quick resolution
- Incorporate revenue-generating processes for selling other products and/or services
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