Customer Support Management

TouchBase Customer Support Management provides help desk for internal as well as external customers using a ticket management. The tickets can be raised and then processed using workflows. Response and resolution SLA's can be set either at the enterprise level or based on customer or contract. An RCA (root cause analysis) mechanism is integrated to provide learning and corrective actions.

Customer Support Management

TouchBase-Customer Support Management Salient Features

Ticket processing includes its creation, managing its documents, assignment, and workflow. A Root Cause Analysis (RCA) mechanism is integrated to provide learning’s and corrective actions.

Contains a ticket form to be filled for creating a ticket along with its details such as description, title, support category, etc.

SLA parameters such as priority, category can be mentioned while creating the ticket so that it can be tracked later.

A Customer Portal for incident list, ticket status analytics, reports and dashboards

The communication protocol can be setup using available configurations. Auto generated alerts, reminders and escalations are sent to the team members and other stakeholders

Different reports and dashboards can be configured to get realtime progress and other information. These dashboards be graphical and have the ability to drilldown.

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