1. Customer Service
Automation
Improve Customer Service 3X More
DATASHEET

2. Improve Support Process, Escalation,
And Follow-up
Define your Support Process Assign Tickets
“ Manage your customer support tickets from submission
to resolution. Define the support process you follow.
Automatically assign tickets to support queues and
agents based on configurable parameters. Assign
The Soffront system Dynamically generate action buttons that guide
customer support reps through the defined process.
tickets based on availability, workload, products or
services, or round robin.
is outstanding. Their Know where every ticket stands in the resolution
process and ensure no ticket slips through the cracks.
newest version is Create tickets from phone calls, web, and email and Escalate Tickets
possibly the best assign them to support reps automatically. Access
account and contact information related to the ticket. You can configure rules to escalate issues that stay in
CRM that I have Send an electronic survey to measure customer
satisfaction, when a ticket is closed. Generate reports to
the same stage of the resolution process. For example,
define a rule to send e-mail to the support manager or
used. measure support team’s productivity and customer
satisfaction.
re-assign the ticket, if it is a critical issue and has not
been resolved in 4 hours.
“
- Evan Rosenfield, Offer Self Service Notify Everyone
American Securities
Provide a natural language search interface to your Setup automatic email notifications to trigger on status
customers and partners where they type in questions or changes, field updates, or based upon the movement of
use keyword/phrases with logical operators. Let your tickets through.
support reps add solution articles with pictures and
attachments, using a WYSIWIG editor. When your agent is assigned a new ticket, s/he
receives an automatic e-mail with a link pointing to that
particular record. When a ticket is closed, the submitter
Offer Customer Portal receives an automatic e-mail with the solution and a
survey.
Let your customers submit tickets and check the status
of pending tickets from your website, twenty-four hours
a day, seven days a week. Monitor for Continuous Improvement
Get timely, fact-based insight into the entire support
Process Inbound Emails process for continuous improvement.
Support dashboards offer instant snapshots of support
Respond faster to email inquiries by automatically key performance indicators (KPIs) including Agent
analyzing the incoming email and routing it to the right Productivity, Support Response Time, Ticket Ageing,
agents. Customer Survey Results, etc.
2

3. Use Mobile Devices Part of a Comprehensive CRM Suite
Provide mobile access to real-time information to your field support Soffront Customer Support is a part of Soffront’s comprehensive
agents for iPhone, Android, Blackberry, PDAs, and offline laptops. CRM Suite.
Prepare agents fully before visiting a customer and deliver quick The Soffront CRM Suite is comprised of Marketing Automation, Sales
access to critical information like contracts during onsite Automation, Customer Support, Employee Support, Defect Tracking,
troubleshooting meetings. Knowledge Management, Order Processing, Asset Management,
CRM Portal, Mobile CRM and more.
Your field support agents can create work orders on the fly to acquire
parts and tools and submit call records with time and parts The Soffront CRM Suite is completely web-based and can be
information to initiate invoicing. deployed in days.
Customer Support Features
 Customer Support Management
 SLA Management
 Customer Asset Management
 Automatic Surveys
 Support Dashboards
Standard Features
 Calendar / Activities Management
 Email Integration
 Word and Excel Integration
 Google Maps Integration
Soffront Software, Inc.
 Queries, Reports, and Analytics 45437 Warm Springs Blvd, Fremont, CA 94539
 Form Designer
www.soffront.com sales@soffront.com (510) 413-9000
 Workflow / Process Management
 Import and Export Capabilities
 Automation Rules
Copyright 1992 – 2012 Soffront Software Inc., All rights reserved
 Escalations and Notifications