Today’s customer support environment puts your company under greater pressure to reduce operational costs and offer business value by your support, your support process needs a service level management and automation of your SLA rules that can:
- Shrink the cost of support delivered
- Meet the growing need for business ready support
- Improve support quality and your ability to meet service level requirements
- Ensure the value of support investments are realized
SupportCenter Plus meets these objective at ease:
Earlier on crossing the SLA defined only a mail can be triggered to the respective manager, now the automation starts at marking the trouble tickets as L1, L2 and L3 and directing to groups as G1, G2, G3 and switches of levels and groups based on escalation criteria.
The benefit of our First Response SLA is to capture the unnoticed tickets which is the first level of escalation for immediate attention. You can configure upto to four levels of escalations where actions automatically get attached to Support Representatives.
SupportCenter Plus gives flexibility and automation of escalation to different levels of tickets or support representatives. This improves the efficiency of your support process by 15%
Also get e-mails triggered on the status of your trouble tickets.
To counteract a significant waste of existing support resources as manual methods of SLA administration are employed SupportCenter Plus SLA actions automate SLA activities. Most important among these are real-time and over-time monitoring and predictive early warning to impending SLA breaches, and the ability to integrate support process and business needs of your customer.
Team SupportCenter Plus
