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NetSuite CRM - Support Management

Customer Support Management

Highlights

NetSuite customer support management software solution provides the tools to handle issues more quickly and improve customer relationships. Support representatives have views into customer purchase histories, meaning they no longer have to track down information such as support entitlement, outstanding invoices, shipment statuses, and contracts in separate applications. And with NetSuite's Customer Center, you can offer customers 24/7 online self-service to increase customer satisfaction and boost customer loyalty.

Benefits

Complete case and issue tracking integrated with customer information
Support reps see full customer history
Customer self-service

Issue Tracking and Management

Highlights

NetSuite lets you track and manage defects or enhancement requests with a closed-loop corrective action process seamlessly integrated with support & service. Never let a product or other issue slip through the cracks again. NetSuite Issue Management functionality and processes are seamlessly integrated with customer relationship and case management, providing incredible visibility across the organization as well as externally to customers via their self-service portal.

Benefits

Complete closed loop tracking of cases to resolution
Schedule follow-up events to improve case resolution time
Push issue resolutions to knowledge base to reduce support calls

Case Routing and Escalation

Highlights

NetSuite's Customer Support Management software solution lets you create, manage and resolve customer support cases more easily by automatically tracking all customer interactions. E-mails received from customers will automatically generate cases which can be routed by topic, region, or specialist. You can also escalate more complex cases for quicker resolution; such cases will appear on the support supervisor's Real-Time Dashboard automatically.

Additionally, case escalation rules can be set to alert managers and other interested parties to ensure that you have adequate time to address potential problems thereby meeting the service levels contracted with your customers.

Benefits

Create case routing and escalation rules
Automatic customer notification for case progress/change
Email correspondence captured and correlated to case record

Knowledge Base

Highlights

Armed with a complete database of answers to frequently asked questions, agents can now respond faster to customer issues and provide them access to this information. Agents can also ramp up more quickly on new issues. As a result, your company can support more customers with fewer costly resources.