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Support & Service Requests
The Web Substance Support & Service Request component offers powerful
real-time online Ccstomer support from directly within your corporate web site.
This component provides multi company / contact support services so that your
customers can log
into your web site and then make support requests. These requests are stored
within your site and dependent upon the level of urgency, these requests can
be emailed, faxed or even sent via mobile SMS /GPRS to your staff. This system
has the benefit of
providing a highly available service 247 that also offers complete visibility
of each requests progress. You can even set up multiple support options for
each customer on your system, if needed, to provide different types of support
and servicing.
This
component also provides a management summary page that details how many requests
have been made by each customer, the time taken for each request and counters
for requests statuses.
The Support & Service Requests Features;
• Email verification of new/completed tasks.
• History audit of who requested/responded to each task.
• Graphical reporting summaries |
This component allows you to define the following elements for your service
requests;
• Customer Name (Lookup List)
• Contact Name (Lookup List)
• Request Title (Textual)
• Request Details (Textual)
• Type / Category (Lookup List)
• Status (Lookup List)
• Importance (Lookup List)
• File Link (Upload Supporting Documentation) |
In addition to these fields the Service Request component also provides system generated fields including;
• Create Date (Date / Time Stamp.)
• Created By (Who created this Request.)
• Your Response (Textual)
• Response By (Lookup List) |
Please note that this component also requires:
• Customer & Contact Relationship Manager
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