|
|
 |
 |
|
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 4.0 creates a team workspace for each support
issue, providing a place where teams can communicate and share information. The team workspace can be
launched from your case tracking or CRM system, from e-mail or through our Web interface. ePeople
Connection Kits provide an interface for secure and tight integration between the workspace and your
other systems. And because it's Web-based, anyone inside or outside your company can participate in a
collaboration, making it easy to include partners and customers.
Team workspace
The discussion area of the team workspace enables real-time or asynchronous conversations, as well as a
running transcript of all communications and events. A complete transcript is always available for reference.
Private communication threads allow the team to communicate without including the customer. Team members can
be notified via e-mail of new communication and events, ensuring that everyone is up-to-date.
Attachments
Any team member can upload and share relevant documents, files and links to other related issues in the
ePeople system.
Search past requests
Team members can search the resolution knowledge of past requests, including detailed transcripts and resolution
information, to find closed issues on relevant or similar topics. They can also link those issues as references
within the team workspace.
Tool integration framework
Any Web-based application can be integrated into the team workspace. Examples include proprietary or third-party
support tools to assist in problem resolution.
Resolution summaries
After each issue is closed, the owner of the issue can fill out a detailed resolution summary,
identifying closure codes, the root cause of the issue, the successful resolution, and other relevant
information. For every resolved issue, the transcript, activity log, resolution summary, and performance
rating are stored. Analysis of resolution summaries can be used to speed up diagnosis, root cause
analysis and quick workaround information. This data can also be transferred, via our open XML-based
knowledge export, to other support and knowledge management systems.
To find out more about Team Collaboration, contact ePeople or tour our product.
|
|
