ePeople’s proven Collaborative Support solution used by leading high technology and computer software companies to differentiate their customer support services and reduce time-to-resolution by 70%.

Challenges
Most support systems in use today were designed for one support analyst working and resolving a customer issue, assuming a tiered escalation model. Companies that sell enterprise solutions are abandoning this model at a rapid clip. Simply put, this model breaks down when customer support issues require the expertise from multiple disciplines across the organization, forcing analysts to go outside the CRM system and leverage their personal network of contacts through e-mail, instant messaging and phone calls to resolve the issue. The process is ad-hoc, inefficient and fails to build knowledge that can be reused on the next call.

Does your organization face any of these challenges?

• Too many issues escalated to expensive level 2 or level 3 resources ? Little to no improvement in time to resolution
• Expensive knowledge base content development
• Long authoring cycles for knowledge base content
• Declining customer service metrics for critical issues
• Unstructured team resolution process
• Inefficient ramp up for new products and releases

• Identifying and managing domain experts throughout the organization with their skills, aptitude, availability and track record of success solving similar issues
• Structuring the complex incident resolution process with available solutions, diagnostic approaches, relevant documents and online collaboration with subject matter experts
• Automatically capturing the knowledge developed - during the resolution process - and organizing it according to your unique taxonomy
• Immediately publishing new knowledge to your knowledge base, making it available for reuse on the next customer call
• Identifying the performance of your team to resolve critical issues and to highlight skills development needs
• Integrating with your existing systems with proven adaptors to leading support systems.

Fully integrated with your desktop email system, CSmail is unobtrusive and promotes user adoption by building upon your team’s current email work practices.

The Benefits
With no barriers to participation and knowledge that builds on every interaction, you will enjoy a team-based support process to:

• Realize up to 70% improvement in resolution time based on validated results from Openwave
• Effortlessly build knowledge base content and reduce support costs ? Lower cost of support by shielding your expensive Level 2 and Level 3 analysts away from issues easily resolved by Level 1.
• Effectively train new analysts with online mentoring programs
• Easily identify costs and performance metrics by root cause