Superior Customer Support and Internal Processes for

Service Desk & Incident Management

 

Need is NOW more than ever before!

 

Improving Business Processes is the #1 priority for CIOs this year according to Gartner report.  CubeStone’s RESOLVERANGER® Customer Support, Service Desk & Incident Management application, incorporates robust security with incident and issues resolution management and tracking combined with process workflow. 

 

Why RESOLVERANGER®

 

The key to successful customer support is in your customers being able to get in touch with the support personnel or application resolution system whenever they need to, and find out the status of their requests, issues, and activities.  Sometimes, customers would prefer to find answers on their own.  Other times, they might want to chat with support personnel, if available.  Or they might just want to enter an issue (incident) ticket and expect you to follow up with them.  Your internal operations, need tasks being created from the customers request and allocated to the appropriate team members spread across the globe.  Additionally customers want to be assured that their requests and issues are being addressed in a timely manner. 

 

With RESOLVERANGER®  business service optimization system, requests, issues and incidents – whether it is product support, customer support, help desk, or technical support - can be logged by support team or by the customers directly or simply by sending an email.  You can rest be assured that you are in constant contact with your customer! 

 

With RESOLVERANGER®  , your customers can now manage all their issues in a self-service portal, combining help from internal solution providers with self-service lookup of cases and solutions.

 

 

Features

 

q        Easy to Install and Easy to learn: Built on ASP.Net and SQL Server 2005 platform, the application leverages SOA architecture.

q        Easy to use screens to search for a customer, log an incident, and assign incident and tasks to the right team members.

q        Customers can enter tickets in many ways including email, screen, external applications etc.

q        Multi-Assignment: Incidents can be assigned to one or more pool of users and/or individuals.

q        Off the shelf configuration will allow your business to set up the customer support system in just a few hours.

q        Your team has access to critical Customer Information during support.

q        Customer search can be based on one or more search criteria.

q        Flexible knowledgebase allow you to enter, maintain user or product support documents searchable by your customers and internal users.

q        Maintain an FAQ to answer your customers instantly.

q        Powerful chat system allows customers to chat with support team.  Team members can be at multiple locations.

q        Fully integrated security allows maintenance of users’ roles and rights for granular authentication/authorization.

q        Extensive Reporting and dashboards provide needed information to management and users.

q        Automatic Notification and rule based Alerts allow users to be notified immediately.

q        Generate automatic follow up activities.

q        Bidirectional email/pages to allow your team to collect additional information during the resolution process.

q        Parent Incident Hierarchy reduces unnecessary and painful duplication of tickets thus eliminating a big nightmare in the support ticket system.

q        Global Incidents allows you to proactively manage customer’s issues.

q        Flexible component based architecture eases the pain in integrating the application as part of your existing solutions.

 

Benefits

 

q        Reduce support call length by implementing a robust incident handling system which can log support requests and forward trouble tickets to the appropriate solution provider or team.

q        Improve service desk operations by defining and refining incident management processes.

q        Maximize the efficiency of your service staff by routing the ticket to the right solution provider and creating and assigning tasks to team members.

q        Reduce confusion and duplication by eliminating emails and voice messages that are difficult to track and impossible to manage.

q        Increase first-line resolution rates by building and managing a robust knowledge management system to capture and organize lessons learned.

q        Minimize the number of incidents requiring escalation by tracking current problem status and archiving historical information about problems.

q        Constantly evolve and improve operations by establishing and capturing metrics on process efficiency.

q        Reduce onsite support volume by implementing user self-service tools to enable users to automatically resolve their more common issues and find summaries of current issues.

q        Decrease the number of inaccurate trouble tickets between help desks by automating incident handling system.