BPM on Demand

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PipeVines Customer Services

Highly customizable agent's portal to bring relevant announcements, outstanding current issues and true knowledge management to their desktop in resolving client issues.

Powerful Modules Included:
o Issue Tracking ensures adherence to follow-up promises.
o Contact Management for all your correspondence.
o Knowledge Management as the repository of standard information.
o Call Scripting for inbound and outbound telemarketing.

Issue Tracking

Issue Tracking - Completely customizable to your company's needs. Assign Tasks to others, inside or outside of your organization, and monitor in real time the progress of that assignment. Automatic escalation can occur based on time or action triggers.

Uploading customers and contacts is as easy

Uploading customers and contacts is as easy as cut-and-paste in Excel-style tables. Information can be kept confidential, or shared between colleagues, workgroups or the whole company internationally!

Business Process and Workflow Measurement

Understand the following as it impacts your business:
- Who called
- When did they call
- Who took the call
- What was the reason for the call
- Was the issue resolved?
- How was it resolved?
- If it wasn't resolved immediately, what subsequent events or "tasks" were to happen?
- Did they happen?
- Who made it happen? Did it happen on time?
" And much more

Know all of the interactions you've had with your client. Easily record every email, fax, letter, mailing and telephone conversation you have had with any client.

Query your internal databases to seamlessly add additional proprietary information. In addition to that listed above, you would now also know (for example) prior purchasing history.

Monitor the progress of subsequent "tasks" to ensure the client request is resolved… When Promised and On Time!

Integrates easily with high volume telephone campaign management for inbound or outboard telemarketing found wihin the Campaign Management Tools.