The Call Center Management System supports a large volume operation
for handling pre-sales queries, product specification / installation
queries, customer relations, and product service issues.
The Case Management Module is used to initiate
new cases (first time contact) and to update information on existing
cases. A profile is built for each new case -- Contact Type (phone,
fax, letter, or email); Model and Serial Number; Query Type (pre-sales,
product support, service); Contact Name, Address, etc.; and Call
Reason. Routine product questions or support issues are immediately
revolved by the CSR (Customer Service Rep) by using the extensive
model-specific knowledge databases and other on-line resources.
All activity is logged into the transaction table to provide a case
The Case Escalation function is used to handle non-routine
cases. In these events, the CSR assigns the case to a product specialist
work queue, where a Service Engineer can view the case details and
provide a resolution. Again, all activity is logged into the transaction
table to add to the case audit trail.
The CCMS is integrated with the Part Inventory,
Product Repair, Product Exchange, and other systems - allowing the
CSR to easily place part orders, initiate product exchanges, research
repair status, track shipments, and correspond with the customer
The Reporting Module includes specialized queries
and reports allowing trend analysis by Month(s), Quarter(s), Year(s).
Case information is logged to reflect each routing assignment, allowing
"in-process" tracking of each case. Call center data can
be shared with Marketing, Sales, and Engineering by: customer, model,
product line, servicer, call reason, and others.