ServicesNow
Be a step ahead of your customers’ needs by offering them perceptive, instinctive, and modifiable service solutions.
This is Paul
He is the Manager at Max Software Services
He is worried about rising complaints from clients on his products & services. It is difficult to manage different cases of each client, track status and allot suitable support executives or technicians to resolve requests.
He needs an efficient solution where he can see the case details and updates under one platform and closely observe his team’s activities on quick and accurate resolution.
Meet Simon
He is a field service technician at Max Software Services
He is concerned about the delays and burdens in resolving client complaints due to no clarity on the exact issue and the order in which they should be looked into.
He needs a software that would make it easy to see activities assigned by the manager, their priority, case history and status and real-time team coordination.
This is Amy
She is a customer support executive at Max Software Services
She is worried about not being able to meet the demands for prompt service, owing to confusion on handling a bunch of random customer data, queries and complaints.
She wants a simple software where she can update, access and maintain records of customers, sold items and service requests, enabling her to offer appropriate customer support.
This is Ryan
He is a Client of Max Software Services
He is unhappy with the post sales service offered by Max software. He is always connected to different executives having to repeat the entire case multiple times. He does not have clarity on the point of contact, how to diagnose the issue and the resolution timeline.
He needs a software that will let him raise complaints in one place, view assigned contact person and on-site technician and allow him to track the status of his case.
We offer the following solutions and their capabilities that can help to achieve the desired outcome
Case Management
Customisable Multilingual Case Request Forms
Create multilingual case request forms as per your business needs and processes with the various plugins available for configurations.
Role based Case Submission
Role based permissions allows one to submit cases and access reported cases based on the rules defined for each role.
Define Resolution Rules and Deviation Alerts
Each case follows a particular process. Define distinct rules for resolution, escalations and for any deviations which may occur during the handling of the case.
Pre-defined Ticket Actions
Use macros to react rapidly with predefined actions such as changing a case status, escalations, etc
Rule based Allocation of Cases
Define rules for allocation of cases based on skills, ability, technical expertise, etc. Cases get escalated to the right agent/staff based on the defined set of rules.
Auto-escalation
Based on rules defined for escalations, which could include response time, priority or customised rules according to the business process flow, cases are auto-escalated to the next level of authority.
Dispute Management
Disputes are a major crisis faced by all businesses. With BPN Dispute Management, The manager can efficiently manage disputes by working in alliance between the team members involved and between the customer/company.
Contact Centre
Agent Message Scripting
BPN enables agents to deliver a coherent message to contacts with a web-based contact centre agent script which provides multiple email and SMS templates
Contact Centre Statistics
Usage of custom dashboards, opinions and alerts to monitor email Queues, Agents, Campaigns, and more in real-time statistics
Online Database for Contacts
Keeps contact data at the fingertips of agents while managing client relationships
Omnichannel Contact Center
Be present to follow up on your clients, and guide them step by step with live chat. Emails can be routed through a queue and agents will receive information once an email has been sent through
Task Assignment
Create tasks against each conversation and assign to team members and monitor progress
Payment Gateway Integration
Easily integrates any payment gateway to the module enabling users to make payment within the portal.
Asset Management
Software Asset Management & License
Manage software licenses and agreements, update or renew or cancel as per business requirements
Purchase Orders
Use purchase order workflow to facilitate new order request, vendor selection, approval and purchase process
Reports
Generate comprehensive predefined / custom inventory reports
Import Existing Data
Import current asset information from any third party application into the portal
Master Data Management
Add dynamic fields to capture more relevant information
Barcode Reader
Invoicing and tracking made easy with integration of barcode reader
IT Asset Management
Monitor full asset life cycle from procurement to disposal. It allows auto-discovery and management of all hardware and software inventory deployed in your network
FIELD SERVICE
Define Workflow and Assign Workforce
Manage your entire workflow and allocate activities to workforce based on skills and capabilities
Automatic Scheduler
Time based task scheduler based on predefined set of rules
Timesheet Manager
Staff can easily update their timesheet on an hourly basis to keep a tab on their activities
Real Time Location Tracker
With GPS based tracking system within the workforce module, you will be up to date with the whereabouts of your employees at any given point in time
Integrated Google Maps & ‘Nearby’
Track and assign a location to a task with integrated google maps. Find out options or stores near you, see existing service requests to avoid duplication using the ‘nearby’ option
Define SLA for tasks
SLA’s can be defined for the tasks and emails/notifications can be configured when SLA’s are not met.
How do our solutions help meet the goals?
Paul is able to provide reliable and prompt post-sales services to his clients using the solution that lets him manage each case closely, assign tasks to his team based on skills & track real-time status. His clients are coming back with more orders and recommending them to their contacts.
Simon is able to meet deadlines, as he has a clear view of the assigned tasks with their priorities. He is able to retrieve the description and history of each case in one place and effortlessly coordinate with the client and his team.
Amy can easily store, access, and maintain customer records at her fingertips with a simple to operate the software. She is the go-to person for her clients as she remotely offers quick and effective fixes for their issues.
Ryan has gained trust in the company as he has access to a transparent & efficient system where he can raise complaints and get connected to a dedicated support person. He gets regular updates, notifications and is able to track the case status anytime he wishes.
