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Users have many preferences when submitting support requests. Some people prefer the phone, others like the web and still others would rather send requests via email. With InfoManager 360, companies can be prepared to efficiently handle all support requests regardless of how they're submitted.
When a user submits a request via the web, a ticket is created in the web-ticket system. That ticket is automatically entered into InfoManager360 and assigned to the designated technical representative for that customer.
Email requests are entered via an Outlook Plug-in. This plug-in matches the requester's email address with their customer record and appends the record with a service request. The new request is then opened automatically in the browser for further editing (changing status, dispatch priority, adding notes, etc).
When the customer prefers to phone in a support request, the caller ID is matched to the customer's record and the record is opened in the browser along with current service items, service history, billing, etc. Opening a customer record also opens any alerts created for that customer.
Alerts are an extremely useful tool for notifying users of special situations. Examples might include:
Once the support request is entered, it may be reassigned. Its dispatch priority can be set, or its status adjusted. If there are additional files with supporting information (faxes, voicemail, word documents, etc), they can be attached to the service request.
Using the recorded email address for the customer, any activity on a support request is emailed to the customer so they have an instant communication regarding the issue. A copy of the email can also be sent to the sales representative on record. Additional emails are sent whenever the service request is changed.
Any changes to the support request will flag the ticket as "new" and it will then be brought to the sales person's attention the next time they log in to the system. In addition, it is also makes it very easy for managers to see whether representatives have seen a support ticket or not.
When a support request has been completed, the paper document with hand-written notes and a customer signature is scanned and attached to the on-line document using the scanner integration option. This enables quick retrieval from anywhere when a copy is required.
Finally, before completely closing a ticket, a billing entry can be created.
From one convenient, easy-to-access application, managers can see all open tickets, the status of those tickets, and whether they have been properly billed. Sales and technical representatives can communicate in a timely manner with customers. The result is more efficient handling of support requests and happier customers.
“With InfoManager 360, we’ve been able to streamline our inventory management in ways we never thought possible” – Karen James, Honda Engineering
