Customer Service for SharePoint
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 Create
a case from an Email
Automate
your support processes
Build
a Solution Knowledge Base
Have
a Customer Self-Service Portal
Analyze
Customer Support Performance
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Logging a case from an email is a simple mouse click. Your
support team will be automatically alerted for incoming cases. Using simple
workflow rules you’ll be able to automate your customer service process helping
your support team to quickly deliver adapted solutions. Real time metrics will
let you know about overdue cases. Opening a dedicated self service portal to
your customers you’ll be able to synchronize cases and solutions with your
internal BPA CRM site.
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CREATE A CASE FROM AN EMAIL |
AUTOMATE YOUR SUPPORT PROCESSES |
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With BPA CRM end users can simply create and assign a new case from an incoming
Outlook email in one click. No need to retype any information. Even attachments
will be automatically linked. Your concerned support people will get an
automatic alert about the new case. |
Using standard SharePoint workflow capabilities you'll be
able to quickly automate your case attribution process sending
automatic alerts for the concerned people in the different
steps. Automating your support processes will reduce your costs
and increase your customer satisfaction.
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BUILD A SOLUTION KNOWLEDGE BASE |
HAVE A CUSTOMER SELF-SERVICE PORTAL |
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Increase your support efficiency with a solution database.
Your customer service people will be able to select existing
solutions to quickly close recurring cases.
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Because SharePoint is multi-tenant you'll be able to open a
dedicated self-service portal for your external partners or
customers to log their cases and read your published solutions.
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ANALYZE SUPPORT PERFORMANCE |
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End users will be able to export any CRM data in a
spreadsheet ready to build advanced reports or pivot charts.
Using the built-in dashboard you'll get real time metrics of
your support processes. Our browser-based query tool allows end
users to quickly build advanced queries bases on all available
CRM data.
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