 Manage
and Resolve Customer Service Incidents
Immediate response to service issues keeps customers
satisfied. Maximizer Enterprise enables customer service representatives
to efficiently manage workflow, and track and respond to service
inquiries such as billing, RMAs, and technical support quickly.
View all details of customer service incidents, including
case number, assigned rep, follow-up deadline, status, and
priority. Assign and escalate issues to the appropriate expert
or manager in the company with automatic creation of Hotlist
tasks and email alerts. Allow each rep to view only "My
Cases" or search by priority, type, product, or other
fields.
 Easily
customize to your business with unique values in case priority,
type, queue, fee, product, and more. Provide an audit trail
for all customer service cases by logging every note, assignment,
escalation, and change made to a case.
 Resolve
Issues Faster with the Knowledge Base
Empower your staff and arm them with updated, accurate
information to answer your customer's toughest questions by
sharing technical articles, FAQs, and other important customer
service information in the Knowledge Base. Information is
a click away with fast keyword searching - then send the article
to a customer and resolve the case.
Enable every staff member to create a text article, complete
with links to detailed documents, spreadsheets, and files,
while enforcing management sign-off to publish articles for
internal or external viewing.
Save time with Online
Customer Self-Service in the Partner and Customer Portals
Save time by enabling partners and customers to create and
access their own customer service cases through the secure
web-based Partner and Customer Portals, built right into your
own website. They can create service requests, check on the
status of escalated issues, and access Knowledge Base articles
to solve their own issues!
 Track
Customer Service Levels
Increase repeat business by tracking customer service
level agreements (SLAs) according to your business processes.
Ensure service contract renewal by tracking each customer's
service levels, service entitlement, and contract expiry dates.
Customize these fields to suit your business!
Track and report
on all support activities
Increase staff efficiency and ensure total customer
satisfaction with timely reports and graphs on case status,
case workload by representative, incident details, and more.
Make faster decisions by viewing real-time information on
unassigned and overdue cases. Access and print pre-formatted
reports and graphs or create your own custom reports using
advanced data mining technology from ReportSmith™ or
Crystal Reports®.
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