One of the primary tasks of Customer Support management is the association of every support request to a proper Account (or Company). It is from this association that the information like Products Purchased, Contracts Associated, SLAs that should be applied, Hours the customer is eligible for etc, is derived. And unless you have this information applied to the request, proper monthly reports like the billing reports can not be generated.
We believe companies spend a lot of time & effort organizing this information. As a first step towards automating this process, SupportCenter Plus (SCP) follows this simple workflow :
a) When the support email comes in to the helpdesk from a member of a New Account :
- The member is added as a contact
- The domain name from the email is taken
- A new Account is added and the domain name mapped to this account
For example : A member John from Future Solutions Inc. (firstname.lastname@example.org) emails helpdesk, SCP automatically creates John as a contact, creates a new Account called FutureSolutions and also associates the domain “futuresolutions.com” with the Account “FutureSolutions”.
b) When the email is from a new member of an already present Account
- The domain name from the email is taken & searched for. If matching Account is found, then the corresponding Account is associated with it.
The immediate question would then be what would happen to domain names like gmail.com, hotmail.com etc. There are necessary checks & balances we’ve built into this logic. We have provided an exclusion list which can be used by the administrator to fill in domain names that will be ignored from the automatic mapping. Also, every time an automatic association takes place, notifications (optional) can be triggered to selected members.
This automated association prevents you from having to work extra-time organizing your data on month-ends to send timely reports to your customers.
Try this out and tell us how it works for you.