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 Web-Based
Customer Support Centre Management |
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Boston Tracker is a comprehensive
Web-based customer service application especially designed for the
Customer Support Centre environment. Boston Tracker is easy-to-learn and
easy-to-use application that enables novice customer support operators
to become productive almost immediately. Tracker enables organisations
to increase customer satisfaction, reduce cost per contact, and increase
overall service profitability.
Boston Tracker is a proven system that offers the critically important ability
to ensure service level agreement compliance with Customer Support
Centre operators, field service engineers and subject matter experts
in the organisation.
Bostn Tracker delivers powerful and proven functionalities needed to: |
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 manage
service requests until successful resolution |
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decrease
service requests handling times and increase first time service requests
resolution, which lead to lower costs and more satisfied
customers |
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provide
service requests analytics |
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profile
customers and understand their needs and wants |
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provide
real-time customer support operator assistantance and e-learning solutions |
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advance
the Customer Support Centre into a central player in the enterprise
customer relationship strategy |
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drives
ROI through improved operational efficiency |
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Boston Tracker’s
guided processes and the cross-division integration capabilities ensure
that service requests are handled more quickly and comprehensively.
Cross-division integration with subject matter experts from divisions
such as Finance, Marketing, and Legal are empowered to provide high-quality
and personalised resolutions to service requests. In effect, Customer
Support Centre operators and subject matter experts become complete
customer contact managers who support a range of products and services
and provide solutions that consistently meet all customer needs. Boston Tracker
facilitates a culture of accountability enabling every category of
employees to be involved in solving problems. |
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Up |
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In order to
resolve customer enquiries or complaints with minimal wait time and
frustration, Customer Support Centre operators need to have a wide
range of information at their fingertips. This information is often
located in various repositories disparately located across the enterprise.
Bostgon Tracker empowers seamless access to all the relevant information located
across the enterprise, including System and User’s Guides, Customer
Support Centre procedures and processes. |
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To drive strategic
business decisions, Customer Support Centre managers need insight
and real-time visibility into Customer Support Centre information
and trends. Boston Tracker empowers managers to measure player and retailer
service requests resolution levels quickly using pre built or ad hoc
reports to analyse performance. |
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Up |
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Customer Support
Centre analytics provides management instant visibility into service
level agreement violations, estimated down-time cost, product failure
rates, Customer Support Centre operators’ performance level,
and overall customer satisfaction. Customer inquires can also be clustered
via a graphical interface to show emerging themes. |
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Tracker’s
service request analytics allows highlighting of areas where information
provisions are failing, thus driving effective communications strategies
that will actually decrease call volumes. Tracker enables managers
to measure customer service levels quickly and easily and includes
in-depth analyses on areas such as customer satisfaction, resolution
times, and most frequently service requests. |
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Up|Back
to Our Products |
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