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A productive resolution environment
Once you've assembled the right team, you need to give them a productive
work environment in which to efficiently resolve issues. That's why ePeople
Teamwork creates a workspace for each customer issue, providing a place
where every member of the team can get a common and persistent view of the
issue, and communicate and share information. Workspaces can be launched
from your case tracking or CRM system, from the e-mail invite or through
the ePeople Teamwork Web interface
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Workspaces
Within the workspace, team members, including the issue owner, customer
and advisors, can communicate, share files, link to other requests and access
other tools that facilitate resolution. Team members can access knowledge
to find and re-use relevant resources. The messaging area of the workspace
enables real-time or asynchronous conversations, as well as a running transcript
of all communications and events, which is always available for reference.
Anytime, anywhere access
The team can communicate and participate on requests through whichever mechanism is easiest for them. Users may
access the Web-based version of the workspace, which has the greatest depth of functionality. It is accessible by
anybody with Internet access and permission to view the request. For occasional advisors, or for customers who wish
to track the progress of an issue, ePeople's Resolve Anywhere
capabilities allow the greatest range of access, including email, Blackeberry devices, text pagers and even PDAs with
wireless Internet access.
Robust notification engine
No member of the team is ever out-of-the-loop on issues. With ePeople Teamwork's notification engine, users can
receive email or text pager alerts for new issues and events or updates on assigned issues. When a team member
updates an issue, all others assigned to that issue are alerted of the change. This enables each person to multi-task,
knowing that they will be alerted when their attention is needed.
Tool integration framework
You can integrate any web-based tool or data repository into the workspace to assist the team in issue resolution.
Examples of tool integrations include third party knowledge bases, conference calling applications, proprietary diagnostic
tools, as well as customer account histories or past cases from your CRM system.
Resolution summaries & root cause analysis
Upon closure, the owner of the issue can fill out a detailed resolution
summary, identifying closure codes, the root cause of the issue, a summary
of the solution and other relevant information. For every issue, the transcript,
activity log, resolution summary and performance rating are stored and made
available for immediate reuse (See Knowledge
Builder). Trend analysis of resolution summaries can be used to better
understand product defects and training needs. This data can also be transferred
to other CRM and knowledge management systems via our Web
Services.
For more information, please contact us.
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