Neocase CRM—Customer Service and Support Solution

Neocase Customer Service and Support solution helps organizations see the full value of each customer by enhancing collaboration among customer service calls, web site visits, knowledge exchange, and partner engagements. Designed for quick implementation, easy use, and optimized for Microsoft Dynamics™ CRM 3.0, Neocase customer service and support solution bridges the gap between customer requests and your employees across the entire enterprise. By improving your company's case management capabilities, Neocase can increase cross-channel revenues by 10 to 20 percent while reducing customer churn by 5 to 10 percent.

Neocase Customer Service and Support Solution Benefits:

• Collaborative workflow processes bring the right expertise to bear for speedy case resolution.
• Create up-sell and cross-sell opportunities against customer base by leveraging incoming customer service requests.
• Increase customer retention by improving customer experience.
• Substantially reduce operation costs.
• Case resolution process tailored to the context of the customer request.

Neocase Customer Service and Support Solution Features:

• Collaborative case management

  Create a true collaborative case resolution process that links internal and external experts, instantly assembling the right team to resolve a case.

• Role and activity based dashboards

  Permission-based controlled views and customizable interfaces that allow you to track agent performance and customer service team activities in real-time.

• Self-Service Portal

  Provide the end-user with access to the knowledge management tool for automatic assistance prior to case creation.

• Searchable knowledge management tool

  Allows controlled sharing of company expertise directly with agents, customers, and partners.

• Advanced service level agreements (SLA) and contract management

  Manage the case resolution process and monitor case progress to ensure contract compliance.

• Customized partner center

  Enhance the service chain by allowing partners to interact with your customer service department seamlessly for better and faster case resolution.