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Involving your partners within the case resolution process can be a prominent customer centric strategy for a customer support organization to reduce operating costs, enhance agent productivity, increase customer retention, and improve the accuracy and speed of case resolution.
Most companies can easily resolve simple case issues, but they drop the ball when problems cross the boundaries of product groups, business units, or partners. Adopting a boarder case-management approach addresses the opportunity for better coordination and follow-through on customer interactions in every part of the organization.
With the Neocase Partner Center portal solution, companies can enhance the service chain by allowing partners to seamlessly interact with customer service agents for better and faster case resolution.
A secure, web-based customizable partner portal, the Neocase Partner Center creates a true collaborative case resolution process by enabling customer service agents to transfer cases either to another agent, field service agents by geo-localizations, or partner availability.
Neocase Partner Center Benefits:
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Enable service agents to transfer cases to partners based on the nearest Field Service Representation using geo-localization |
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Allow partner to interact with service agents for faster and better case resolution |
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Provide seamless expertise to customers |
Neocase Partner Center Features:
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Multi-level and permission based case management and resolution |
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Password protected partner view |
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Neocase Knowledge Base fully integrated into the partner case form |
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