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OVERVIEW...
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| Help desks, customer services and customer support
are all different terms for the means employed to assist the relationship
between an internal and external customer and the related business. In
today's competitive environment, successful businesses understand
the key issues of customer relations management: |
| BROCHURE(S) |
| Overall presentation of our
company and products PDF |
| ARCAD CUSTOMER PDF |
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- Creating customer loyalty through impeccable quality of service,
- Market differentiation thanks to a company image of professionalism
and efficiency.
For in-house use, support management tools provide:
- Improved performance of personnel through higher availability
of equipment and resources,
- Savings derived from better control over costs, assets, and
human resources.
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ARCAD-CUSTOMER...
The [ARCAD-Customer ]Suite addresses four objectives:
- Increasing service accessibility
- Users/clients can make a request or track a request in progress via the Web, 7 days a week,
- The knowledge base directly provides answers to frequently asked questions, and proposes items for download.
- Formalizing, managing and following up on user requests
- All user/customer requests are traced and archived in the database,
- All user/customer information (configuration, environment, call log, etc.) can be directly accessed by the support team, permitting faster understanding of problems,
- The user/customer can be automatically notified of any operations performed on their request,
- An internal warning can alert account or support managers of an imminent deadline for resolving a request,
- These elements can contribute to obtaining quality certifications.
- Sharing team knowledge
- Automatic notifications advise account managers of new customer requests,
- The knowledge base contains a private section for restricted availability of information and documents reserved for internal use.
- Controlling support activity costs
- Personnel skill level by domain is taken into account,
- Request complexity can be studied, and assigned to a particular team member according to his level of related skills,
- Technical support becomes proactive and can perform preventive maintenance via e-mail,
- Statistics on workload and activity level can be directly derived using the tool. These statistics can also be exported.
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ADVANTAGES...
The ARCAD-Customer Suite functions natively and in an intranet/internet environment. For this reason, the solution is easy to install and use, ensuring a rapid return on investment.
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