Personalized and secure information portal accessible online 24/7

Customers and employees want to review, retrieve, and manage information at their convenience 24 hours a day, 7 days a week. Neocase Self Service, a personal, secure information portal, enables a company to display company and personal information, search for answers, submit cases, and provide new updates to substantially reduce phone calls/emails and lower case or help desk ticket submissions. A company can enhance communications, satisfaction, and customer relationships with customer and/or employees by improving ways to deliver information to people.

Drive Service Costs Down while Delivering Excellence

Driving agent efficiencies and effectiveness is increasingly difficult without the right tools in place to increase productivity and drive costs down. Losing customers, employees, or partners cost a company more than keeping them satisfied and loyal, so how do you deliver customer excellence? In a challenging environment, how do you:

	Reduce service costs
	Increase user satisfaction
	Foster customer and employee relationships
	Lower Phone, Email, Mail, and Fax Volumes
	Slash the time to resolve a case
	Save agents time
	Improve information accuracy and consistency
	Provide information in a timely manner
	Offer intuitive and personalized content
	Help streamline communication to customers and/or employees
	Deliver training and education information

Empower Users with Information

Neocase Self Service gives customers, employees, or partners access to information at anytime, anywhere. Providing a safe, secure environment allows companies to offer enhanced services, expand communications, and empower users to update their profiles, look for information, submit cases or help desk tickets, review company news, get the latest product or service updates. Additional benefits are:

	Provide people immediate access to their information without agent intervention:
	Allow individuals to create, submit, and manage cases or help desk tickets online to save agent time and increase agent productivity.
	Integrate the Knowledge Base tool to proactively reduce inquiries and answer common questions which ultimately allowing agents to focus on more complex cases.
	Keep information up-to-date, accurate and consistent in one place to reduce errors and eliminate the need for users to look through different places for the elsewhere.
	Match the look and feel of the company website that allows for better user experience and provides seamless transitions from one system to another.
	Communicate company information, news, alerts, and the latest information from outside sources through the self-service web portal.
	Seamless case flow from Neocase Self-Service tool to agent desktop for complete case management resolution.
	Deliver self service training materials, tutorials, and guides to relieve agents from educating users.
	Allows individuals to conduct business electronically to dramatically reduce filing and storing of documents and thus lowering administrative costs.

Features of Neocase Self Service

Neocase Self Service, easy-to-use and flexible, provides the following features:

	24/7 web access availability
	Create, manage, and track cases
	View case progression and performance instantly online
	Load files and attachments
	Seamlessly integrates with Knowledge Base
	Set up different permission levels by individual, group, or company
	Customizable log-in and intuitive interface
	Match corporate website look and feel
	Enable Web 2.0 features
	Provide RSS Feeds, flash video, tutorials, audio files
	Support for Service Level Agreements
	Build online surveys
	Requires no client installation
	Integrate with best-of-breed community portals or third party survey tools

Deploy Across the Enterprise

The unique architecture enables Neocase Self Service to be deployed in a global enterprise to simultaneously serve multiple divisions within an organization while allowing a single management console. Here are some ways of using Neocase Self Service:

Human Resources
	Display Employee, Benefits, Payroll Information
	Manage onboarding or new hire asset delivery schedules
	Provide HR documents, forms, training videos, compliance or regulatory tutorials
Customer Service
	Display customer assets, service agreements, order information
	Provide user guides, manuals, how to videos, and tutorials
	Implement best of breed community portals
Information Technology
	Display user asset information, such as computer, laptop, mobile phone
	View hardware service contract information for Customer premise equipment
	Seamless support for Service Level Agreements
Facilities Management
	Display assets, services, and contractors manage all processes for end-to-end resolution
	Locate subcontractors, manage schedules, deploy resolution, and monitor service levels
	Configure dashboards to display critical information, trigger alerts and notifications
Finance
	Display employee or company financial information
	Provide documents, forms, training videos, tutorials

To learn more about this solution, download the Neocase Self Service datasheet or any of our other documents in the Resource Section.