Customer Service

GoServicePro CRM Support™ Features

  • Advanced interaction and trouble ticket management capabilities that allow agents to quickly provide solutions to customer issues


  • Visibility into customer account information, site configuration information, and contract entitlements


  • Access to problem solving tools such as knowledge base solutions and decision/troubleshooting scripts with optional Script Manager tool


  • Ability to record the customer part and failure information to enable root cause analysis

  • Automatic SLA creation based on product or site based contract entitlements provides agents with visibility to service deadlines

  • Proactive notification of upcoming deadlines and customer commitments increase attainment of service levels

  • Workflow management and ownership model insures that all customer issues are visible to the organization and that no issue is left without a responsible agent

  • Configurable rule manager process to automate escalation and notification based on configurable business rules

  • Hierarchical case/subcase or parent/child case functionality allows for the division of complex tasks among different parts of the organization or monitoring of related issues.

  • Preventative Maintenance functionality for automated creation of cases and scheduling of dispatches

  • Seamless integration with Contracts for visibility into customer contract information, entitlements, SLAs, parts pricing, and labor picing

  • Seamless integration with Dispatch Advisor for real time scheduling of customer appointments