SMP-SmartAssistant is a Customer Service Dispatch Solution architected for Mobile Internet era. Customers increasingly make self-service requests over the web. While this is "traditional" web traffic, customers have moved to email, mobile, Instant Messaging, SMS, and non-traditional speech based messaging for service requests. This has revolutionized the call center from a traditional phone based service model, to a new era of multi-channel messaging.
In today's model - customers, service technicians, and CSRs are increasingly mobile and communicating via multiple modes. Architected from the ground up, SMP-SmartAssistant is a Service Dispatch Solutions Hub, that manages and channels service request and response traffic.
SMP-SmartAssistant comes in two flavors - with a full fledged Service Management Module, OR with flexible interfaces to your existing Service Management Module. It features a Perspective-based access, that allows CSR to view/search Service calls for Technicians and Customers.
In Technician perspective, CSR can view the Technician Dashboard, search Service calls for a Technician, Geographically locate the Technicians position and assign Technician to an unassigned service call using configurable rules.
In Service perspective, CSR can view the Customer Dashboard, search for a Customer using various criterion, search Service call history of a Customer, manage customer profile, and equipments.
In Customer perspective, Customers can view their Service call history, Update their profile and Request for Service call appointments.
SmartAssistant Benefits
- Perspective-based access.
- Extensive Customer Lookup using various search criterion.
- Assign Technician to an Unassigned call using configurable rules.
- Allows CSRs to schedule and geographically track a Customer Service call.
- Create and manage Purchase Orders.
- Inventory Management.
- Equipment Management.
- Vendor Management.
- Access Customer Service History.
- Role-based access.
- Employee/Technician Management
- Customizable Reports
|
