The key benefits of using this module are :
Improved Service Cycle-Time: All the information relating to the service requests are captured and routed to respective service personnel for speedy resolutions.
Escalation Management: Managing ticket/issue escalation based on customer SLAs.
Improved Quality of Product or Services: The service requests are classified as per the type of problems or defects. The analysis based on the nature of the problems forms the critical input for improving the quality of the product or services.
Better Contract Review: As there is a complete visibility across various problem resolution stages, you can ensure that contact timelines are met.
Better Time Management: The personal productivity aids like calendar, clock etc., help service personnel to manage their time better.
Enhanced Customer Satisfaction: The customer survey helps in metering and maintaining customer satisfaction levels.
Improved Time-to-Resolution: The vast repository of knowledgebase containing solutions to problems helps the service personnel to automate the problem resolution activity.
Improved Turnaround Time: The predefined & custom reports help service managers to analyze the problems and solutions based on various parameters and improve upon the turnaround time for solving support problems.