Neocase Modules - Added-Value to Support your Bottomline

Today's technology—savvy consumers are demanding higher levels of service more than ever before. They want to be able to find immediate answers to their questions on your company's website before having to interact with a service agent over the phone. That's why it is important to empower your customers to easily access all the information they want 24x7 through a customer self-service portal; combining help from customer service agents if needed.

The Neocase SelfService portal is an on demand customer self-service software solution that enables customers who don't find answers to their questions on the Web to instantly and easily log a new case from within your company's Web site, 24x7. Integrated with the Neocase Knowledge Base, customers can easily search for information, submit new cases, check the status of existing cases or collaborate on an existing case all over the Web thereby reducing your cost to serve.

Neocase SelfService Benefits:

• Designed to help your company deliver customer service 24x7.
• Real-time collaboration between agents and customers via the Web.
• Allow those who prefer to use email to automatically create customer service cases with their email program of choice.
• Tailor the customer self service user interface to match the corporate website look and feel.

Neocase SelfService Features:

• Seamless service level agreements (SLAs) and contract support.
• Fully integrates with Neocase Knowledge Base.
• Customers can view case progress and performance instantly online.
• Quick build of online surveys.

Provide your customers, partners, and customer service agent's real-time access to relevant information that may be useful in reducing the number of service cases with Neocase Knowledge Base.

The Neocase Knowledge Base solution is an integral part of the Neocase Customer Service software solution that dynamically populates relevant information into the case management form for agents or partners depending on the content of the customer's case. With multi-media capabilities, the Neocase Knowledge Base is a knowledge management library tool, an intuitive search engine that categorizes and stores information for agents and customers to resolve cases quickly.

The Neocase Knowledge Base solution is accessible to agents through their dashboards and also directly from the case form. It is also accessible to partners within the Neocase Partner Center portal and customers from the menu found within their instance of Neocase SelfService. When the Neocase Knowledge Base intuitive search engine returns the results of the agents, customers, or partners query, the results are sorted by a unique relevance scoring system to provide the most relevant documents based on content usability and user ratings. This unique scoring system helps empower the customer service organization as well as partners and customers to have access to structured information that may be useful in rapidly closing cases and/or reducing the number of service cases initiated.

Neocase Knowledge Base Benefits:

• "Amazon.com-like" user experience.
• Complete case management integration.
• 24x7 Web access.
• Easy-to-use knowledge management library solution with advanced search capability.
• Supports multi-media formats.
• Intuitive, intelligent search engine that automatically searches and suggests relevant company information.

Neocase Knowledge Base Features:

• Manual and automated user relevancy ratings assist in better case resolution for customers, partners and vendors.
• Point and click access to all questions, response history for any case.
• A real-time, multi-media structured knowledge management library solution.
• Alerts and real-time updates to the knowledge base can be published or deliver to agents via the dashboard.
• Complete integration with Neocase SelfService and Neocase Partner Center.

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 broader 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:

• Enable service agents to transfer cases to partners based on the nearest Field Service Representation using geo-localization.
• Allow partner to interact with service agents for faster and better case resolution.
• Provide seamless expertise to customers.

Neocase Partner Center Features:

• Multi-level and permission based case management and resolution.
• Password protected partner view.
• Neocase Knowledge Base fully integrated into the partner case form.