Who’s On The Case?
Case management: Resolve and close cases in record time. Maintain high levels of customer satisfaction. Or else lose your customers.
The Trouble with Trouble Tickets
Many organizations are embracing cloud CRM to manage cases more easily and for less cost. Work with Innoveer’s CRM experts to streamline case management:
- Receive and capture: Enable agents to receive inquiries, classify them and initiate the right resolution
- Assign or escalate: Assign cases to the best (and lowest cost) agent
- Resolve: Design formalized activities to satisfy all inquiries and ensure high customer satisfaction
- Close: Label cases as resolved and proactively detail any follow-on activity
Make the Case for Case Management
CRM for case management helps:
- Develop case intake processes specific to service tier and product history
- Maintain customer profiles, to personalize case assignment and drive higher satisfaction
- Apply service analytics to proactively predict and address case escalation
- Deliver feedback during every case-closing process
Work With Innoveer
Need To Implement Service Quickly?
Innoveer’s Service Accelerator delivers a fully functional, cloud-based service program — using Salesforce.com or Oracle CRM On Demand —in less than 4 weeks. For a fixed price, benefit from account and contact management, case management, status notifications for callers, activity management, service activity dashboards, reporting and more.
Optimize Customer Service Or Perform A Health Check
Take service capabilities to the next level. Innoveer’s brief workshop identifies next steps based on our CRM Excellence Framework. Understand the time, cost and benefits of increasing your program’s results, such as increasing efficiency and automation, advancing self-service or improving overall measurement.
Top 10 Steps To Service Success
World-class customer service programs take more than technology. Most of all, they demand business and management know-how. To ensure that your service program excels, be sure to focus on the big picture. To help, review our “top 10” steps to service success to see how your program compares to best practices and our benchmarks.
Success Story
EmblemHealth
Innoveer worked with this health insurer to improve their customer service operations with the objective to increase first call resolution. After designing and deploying a new contact center application, EmblemHealth was able to resolve 86% of customer inquiries on the first call.
Schedule
Contact Innoveer for answers
Discuss specific CRM goals and requirements or see a demo. Understand what business outcomes you can achieve with new CRM capabilities.
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