Collaborative Customer Service Software Solutions

In today's global marketplace, many rapidly growing businesses are adopting a deeper case management approach to enhance their existing CRM systems to connect and follow-through on every customer interaction across the entire enterprise to deliver a better customer experience.

What's needed by many businesses is a multi-channel, collaborative customer service solution that enables service agents to share customer information across the enterprise to resolve complex business problems quickly and effectively.

Only Neocase Software, a world leader in customer service solutions, offers a new breed of customer service software solutions designed to maximize the productivity of customer service operations while maximizing the quality of customer service through collaboration, knowledge management, self-service, partner center to involve external partners when needed, automated workflow management, and service level agreements (SLAs).

The flexibility of Neocase Software uniquely provides a company with the ability to start with a cost effective approach which can be deployed in days. Designed for quick implementation, ease-of-use, and optimized for Microsoft Dynamics™ CRM 4.0, the Neocase Software solutions can be deployed either as an on demand or on premise business collaboration solution, allowing you to focus on business growth opportunities while fulfilling your customers' needs.

Neocase's Collaborative Software Solutions Include:

Neocase Customer Service

Neocase Customer Service is an on demand or on premise customer service software solution that maximizes the productivity and quality of cusomer service through collaboration, self-service, knowledge management, partner centers and advanced workflow management with strict adherence to service level agreements (SLAs). Learn more.

Neocase CRM

Neocase CRM integrates all the sales and marketing functionality of Microsoft Dynamics™ CRM 4.0 with the Neocase Customer Service software solution, allowing companies to resolve customer problems more quickly and effectively. Learn more.

Customer Service Best Practice Process

For a customer issue to be resolved swiftly, it must first go through a best practice process that is the backbone of Neocase Software. The Neocase Customer Service software solution helps organizations create a complete and closed loop customer experience. The process includes:

1. One point of contact: Create a single point of contact accessible by multiple channels to welcome the customer.
2. Case creation: A customer's request is turned into a case, which is quickly qualified to determine the next steps.
3. Contextual knowledge base: Neocase increases agent productivity by pushing contextual knowledge related to the current case context.
4. Team activation (Transfer): An organization's competency should be well organized to process a complex case that cannot be resolved by the in-house service organization. The case can be transferred to another agent on a different team with more expertise, or an out-of-office agent thanks to geo-localization.
5. Control your process (Queue): Once a case has been qualified, it is moved into a queue. With Neocase, a customer service department is not limited to one queue, and a case may be cross-referenced for faster resolution.
6. Focus all resources at the same time (Parent/Child cases): When a duplicate of an original case is created, this is known as a "child" case. This child case can then be examined by another agent possessing different knowledge. Once it is resolved, so is the parent case.
7. Case closed: With Neocase, management supervises the closing of any case to confirm that a customer's result has been delivered. With dashboards, managers are able to view cases their agents are working on in real-time.
8. Reporting: To improve and streamline customer operations, it is important to have the proper reporting tools. Neocase's agent and manager dashboards provide critical service activity information for proactive service.