Neocase Customer Service - Collaborative Case Management Software Solution

Neocase Customer Service provides customer service representatives with a collaborative case management software solution to manage and unify multi-channel customer service interactions across phone, email and web channels. Our unique collaborative case management solution allows for a customer case to be duplicated by an agent, and then administered to internal and external experts to resolve the case faster than any other customer relationship management (CRM) option available today.

The Neocase Customer Service solution also allows for up-sell and cross-sell opportunities through departmental and partner distribution, offering immediate new revenue streams. From small scale internal help desks to some of the largest international contact centers, Neocase provides the right on demand or on premise customer service and support solution for any size of company.

Neocase Customer Service Solution Benefits:

• Streamline customer service workflow processes.
• Provide field technicians with real-time access to case histories and company knowledge base.
• Collaborate globally among internal and external resources effectively.
• Offer partners and customer 24x7 access to customizable, Web-based portals.
• Gain immediate access to service contracts and agreements to stay compliant.
• Increase first call resolution.
• Build a knowledge base for rapid resolution of customer requests.
• Easily create groups of related issues to facilitate collaboration across the enterprise.
• Gain access to graphical dashboards to monitor all aspects of the customer service operations.

Neocase Customer Service Solution Features:

• Role-based dashboards

  Customer service agents gain real-time visibility and access to what they need to know to resolve customer issues quickly. Learn more.

• SelfService

  A customizable, Web-based resource available to customers 24x7. Learn more.

• Knowledge Base

  An intuitive search engine that categorizes and stores customer and article information for agents and customers to resolve customer cases quickly. Learn more.

• Partner Center

  Create a true collaborative case management and resolution process to resolve customer requests with partners. Learn more.

• CRM

  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. Learn more.

Additional Agent Case Management Features:

• Customer Case Creation and Data Capture
• Collaborative Case Assignment, Queue & Routing Management
• Monitoring of Customer Case History
• Management of Customer Support Groups and Agents
• Automatic Customer Case Creations from a Mailbox
• Email Management
• Case Planner
• Child and Parent Case Management
• Service Level Agreements (SLAs) & Contract Management