Go Service Pro

Overview

GoServicePro provides agents with the ability to quickly identify callers and establish appropriate entitlement. Agents have access to contract information, site configuration, and interaction history which allows the agent to promptly solve customer issues. Solutions to common problems and decision making scripts are available to increase first call resolution.

Service Level Agreements (SLAs) are automatically calculated and provide automatic escalation and status of open issues. Should a field dispatch be required, GoServicePro's Scheduling and Dispatching functionality can identify the appropriate field resource and schedule the appointment in real time with the customer. GoServicePro provides agents with the tools to provide customers the solutions they demand.

Empower agents with contract, site configuration, and interaction history
Solve customer issues on the first call through the use of Intelligent solutions
Monitor customer commitments through automatic SLA generation
Manage workflow of complex issues
Provide parts or service appointment information in real time
Notify agents and managers of upcoming customer commitments via automated business rules

Case Management

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Visibility into customer account information, site configuration information, and contract entitlements
Ability to record the customer part and failure information to enable root cause analysis
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

Entitlement

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Visibility into customer contract information, entitlements and SLAs
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

Knowledge Base

Access to problem solving tools such as knowledge base solutions and articles of information

Benefits

Increased Revenue

Increase customer satisfaction
Improve customer loyalty
Get the job done right, the first time, every time
Increase service contract renewals

Increased Customer Satisfaction

Increase first-time resolution rates
Reduce service resolution times
Provide appropriate service level based on contract entitlement

Increased Operating Efficiency

Apply consistent call handling and problem solving techniques throughout the organization
Reduce number of calls escalated to other groups
Reduce number of callbacks
Real-time and accurate visibility to workload and capacity
Increase SLA Compliance

Reduced Costs

Decrease time spent on call handling activities
Reduce callbacks
Reduce number of callbacks
Increase first call resolution
Reduce contractual penalties
Improve ratio of dispatchers to technicians
Make optimal use of partners and subcontractors

Solutions For...

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