What is iCSM?Integrated Customer Service Management product.Provides a highly effective approach for enhancing the customerexperience by streamlining and integrating all customer serviceprocesses.Completely tailored to your organisations’ processes.Available as an on-demand, SaaS-based offering that can literally beAvailable as an on-demand, SaaS-based offering that can literally beset-up in a couple of hours along.Designed so that minimal effort is needed in order to learn how to use thesystem.If you are looking for a versatile, flexible, process-driven and configurablesolution to manage your customer service processes, iCSM is for you.
iCSM is UNIQUE!The philosophy behind its design.It’s architecture.It‘s configurability.Powered by TIBCO.Powered by TIBCO.“Transform your Customers Experience”rather than just“Manage your Customer Service”
iCSM is Powerful!Follow Your Customers ApproachReach your customers and allow your customers to reach you wherever theyare through our multichannel communication model.Accelerated Business ValueFits into any business process you already have will help your customersreceive more structured, professional and value based service.Integrate All Customer Services Related ProcessesHas a powerful architecture that will enable you to integrate variousproprietary or third party applications already in use for other functions.Business Process ManagementWorkflow based process driven approach enabling management tostreamline the application to fit their business methodology.
iCSM is Powerful!Business IntelligenceWell-designed and customizable executive dashboard to identify supportissues and patterns, evaluating customer needs, measure and monitorservice levels and track service processes.Customer PortalWeb-based portal empowers your customers to create/track inquiries,schedule services, search for information and update their profiles.schedule services, search for information and update their profiles.ConfigurabilityConfigure each step of your customer service process according to yourbusiness methodology. Define and change business rules as required.iCSM, will never come in your way of defining, managing and deliveringthe customer experience it will complement, support and enhance yourability to do so.
iCSM – World Class Technology!47 of the World’s 100 Companies Use TIBCO SoftwareTIBCO Business StudioBest Commercial Rich Client Platform Application AwardTIBCO iProcessOver 1,000 customers and over 3,000,000 users worldwideTIBCO Active MatrixTIBCO Active MatrixLeader for SOA Governance in 2009 Gartner Magic QuadrantTIBCO GITIBCO General Interface - "Gold Standard" Among Ajax Toolkits(InfoWorld Editors)TIBCO Spotfire“Spotfire is the most powerful analytic platform in the world”(spotfire.tibco.com)
iCSM – FeaturesCreate, assign and manage customer interactionsMultiple real-time communication channelsDynamic and configurable workflowsManage and monitor service levelsManage and monitor service levelsCustomer self-service portalExecutive dashboard and operational reportsIntegrated document managementConsolidation of multiple queries
iCSM – FeaturesTrack service levels, time and costAutomatically generate tickets from the customer portalBuild a knowledge base from each incident loggedAutomatic and manual routing of tasks based on rules setsAutomatic and manual routing of tasks based on rules setsComplete tracking of customer history
iCSM – AdvantagesEnhance customer experiencesImprove service deliveryEnable continuous improvement through KPI monitoring and ProcessEnhancement toolsFull integration of content / informationMulti-channel service management platform
iCSM – AdvantagesAutomatic scheduling of work itemsDynamic workflowsSearchable knowledge base with built-in review processesOnline process help and important details available at a single clickOnline process help and important details available at a single clickImmediate access to required information through a single user interface
Contact UsPlease contact us for further details+27 (0)860 104 email@example.com
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