Providing great customer support is critical to customer satisfaction. No matter how solid your relationship with a particular customer, your ability to respond in their time of need will shape your relationship from that point forward. Pegasystems’ SmartBPM® is the perfect tool for managing mission-critical support issues. Pegasystems' Support Solution Framework™ provides your support staff with the information they need, your organization with insight into outstanding support issues, and you with assurance that your customers’ issues are being addressed in a timely fashion.

Benefits

• Improved customer satisfaction — Ensures timely customer service resolution for greater customer satisfaction and retention
• Improved service productivity — Provides automated routing, escalation, notification, and reporting of trouble tickets for better staff utilization and productivity gains

Key Features

• Support-request management  — Manages the support-request process across a three-tiered support hierarchy, including assessment of request severity, prioritization, routing, escalation, and skill- and availability-based routing
• Information Dashboard — Integrates with customer-information systems for a single dashboard of customer information and open and recently resolved service requests
• Subscription — Enables interested parties to monitor service requests by customers on a subscription basis