Issue Tracking and Issue Tracker
"All organizations have issues, tasks and other workflows that need to be managed to resolution."
Issue Tracker
Issue Tracker - This powerful workflow engine allows an organisation to effectively track, manage and resolve all customer issues. Issues are captured as they are raised, linked to the customer contact record (for existing customers) and recorded against an agent-ID and with a follow-up trigger, if a follow up is required.
Follow-up tasks can be assigned to others (inside and outside of the organization) and scheduled to fit with load and resource availability. Follow up activities may be triggered by a certain time expiration, on a date or time, or when a completely separate event has occurred. Automatic email, sms and web based notifications can be sent to the task "owner(s)" as the issue progresses.
Sequential activities, trigger events, trigger follow-ups, escalations or reassignments of the issue are automatically stored in the customer history. The recent history for the customer and outcomes to-date is immediately made available to any agent that speaks with the customer or subsequently handles the issue.
Benefits of Issue Tracking
Issue Tracking: Used
to collect customer information to analyse issues, and spot the need for
improvements.
Automatic notification:
Automatically be notified of overdue cases or other critical incidents,
such as when multiple cases are entered for one customer.
Escalations: Escalate
cases to the appropriate person on your team and notify them with automatic
email alerts.
Automatic case creation:
With one click, create a case to assign it to the appropriate person.
Real-Time Actionable
Insight: Automatically email weekly reports to managers, or trigger reports
and alerts based on critical performance indicators, such as when cases
are more than 3 hours overdue, or when a customer service representative
reaches case overload status.
