Customer Suite: Customer Care
Serve Your Customers Better, While Managing Costs
Customer Suite's Customer Care functionality will help you improve your customers' experience with your organization. It's a comprehensive solution that lets you better understand your customers, be more responsive to them and analyze their behavior and needs. With this intelligence, you can do a better job of servicing them in the future.
At the same time, Customer Suite will not weigh you down with unnecessary features. While it is of value in many industries, it is optimized for companies delivering services, such as utilities and service provider companies. That means you can better serve your customers while keeping your costs low.
Key Features:
Customer information
- Manages all information for new and returning customers and business partners
- Analyzes and aggregates customer data
- Provides sophisticated query and sort capabilities to quickly find customer location data
Service orders
- Creates, assigns, and manages service orders
- Offers committed appointment times
- Tracks status of work in progress
Contacts
- Manages all contacts from initiation to resolution
- Provides contact visibility
Service levels
- Offers Service Level Agreements
- Manages service level performance
- Integrates workflow, work routing, and approval
Call centers
- Monitors, tracks and analyzes call center traffic
- Deploys across multiple call centers and administration locations
Strategic services
- Sorts customers for targeted communications
- Models rates and custom contracts for unique customers
- Offers and manages "customer choice" options in deregulated utility areas
- Enrolls customers, and automatically handles provisioning, pricing and contract renewals
Web portals
- Provides personalized web portals for reps with easy access to answers to customer questions
- Provides customer self-service portals for account information, profile updates, bill preview, and payments
Utility expertise
- Manages relationships for commercial, industrial, and residential utility customers
- Develops and manages portfolio of services including special billing structures
