Customer Service Contact Center

The Neocase CS solution is an on demand or on premise customer service and support solution that lowers service costs, improves customer satisfaction, and expands and optimizes service levels. Companies that have implemented Neocase CS solution to lower service costs have seen significant drop in call, email, web, fax, and mail volumes and decrease in case or help ticket processing times. While reducing cost is important, Neocase customers have improved customer satisfaction through a dramatic reduction in resolution times, high first time call, email, or web resolution rates, streamlined service levels, and personalized, secure information accessible through the 24/7 Neocase Self Service. With over 200 global customers, Neocase CS solution has a proven history of differentiating your customer service support center from the competition.

Standing Out in the Crowd

Tight budget, reduce staffing, high call and email volumes makes it more difficult for a company to deliver great customer service and support. Retaining customers and improving customer loyalty is a high priority for many customer service organizations, but it is tough to implement. Delivering strong customer value to the right audience, at the right time continues to baffle many organizations. These are just some of the challenges facing the customer service and support organization. Here are others:

	Reduce service costs
	Decrease the number of call, email, web, fax, and mail requests
	Lower case processing times
	Minimize time to change service strategies
	Enhance resolution times
	Deliver accurate and consistent answers the first time
	Optimize service levels
	Expand service levels
	Support multiple service programs
	Enable fast, accurate customer resolution to questions
	Allow customers to securely and easily view information
	Streamline business service processes
	Analyze and optimize workflows
	Enhance product quality
	View and manage all performance indicators through a dashboard
	Quickly act on performance bottlenecks
	Track and audit all cases or help tickets
	Minimize training and support costs
	Control access to customer information

Lower Service Cost and Deliver Customer Excellence

Companies need to lower service costs while delivering customer excellence which leads to stronger customer loyalty and retention. The Neocase CS solution delivers the following benefits:

	Reduce the number of customer call, email, web, fax, and mail requests to decrease service costs
	Lower the average case or help ticket processing times to lessen costs
	Quickly adapt service and support business processes to minimize costs
	Cut customer resolution times to increase customer retention
	Deliver high first call, email, or web resolution times to improve customer satisfaction
	Provide personalized, secure self service portal to enhance customer loyalty
	Deliver a broader range of service and support programs to help generate revenue
	Structure and streamline business processes to increase agent productivity
	Analyze and optimize service processes to remove service level gaps
	Optimize and streamline HR business processes to save costs
	Automatically escalate cases to the appropriate agent, expert, or queue to enhance productivity
	Reduce the number of agents working on similar or identical issues to increase efficiencies
	Automatically trigger emails, alerts, and notifications to improve workflow processes
	Proactively mitigate critical HR issues with a easy-to-use dashboard to reduce risks
	Create a collaborative workflows to lower legal and regulatory threats
	Easily integrate into ERP and database systems to optimize existing systems
	Implement the on-premise software or quickly deploy the Software-as-a-Service model

Features of Neocase CS

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

	Single Management Interface
	Integrated Self Service portal
	Integrated Knowledge Base
	Business Process Management functionality
	Automated Workflow Engine
	Intelligent Routing Engine
	Proactive Service Level Management
	Email Engine
	Business Intelligence functionality
	Multi-dimensional reports
	Pre-populates cases with employee information
	Parent-Child Case Management
	Adaptable Case Forms and Fields
	Easy-to-Use Visual Dashboard
	Flexible Reporting Engine
	Automatic time tracking for all cases

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