Customer Service & Support

Manage single-point-of-contact call centers and field services across multiple entities, sites and channels -- for your customers, partners, and internal support needs such as information systems help desks. Use the Internet to improve responsiveness, reduce costs and increase revenues and profits. Proactively improve productivity, product quality, customer satisfaction, and loyalty.

Call Center Operations

• Automate routing of service requests from all sources (phone, e-mail, fax and Internet) to appropriate internal personnel or business partners, based on user-definable rules.
• Define and manage workflows for virtually all types of service requests, such as product and service sales leads and order placement, problems and suggestions, order and account status inquiries, and product returns, repairs and replacements.

Field Service Management

• Manage field services on both a contract-driven and/or order-driven basis for both project-oriented services and recurring services such as preventive maintenance.
• Manage services provided by your own in-the-field personnel or by your business partners.

Account Management

• Track all products and assets owned, licensed or leased, in lot/serial number detail, as well as warranties, service agreements, orders, contacts, schedules and account history.
• Manage both billable and non-billable service encompassing your customers, internal operations and business partners.
• Integrate project billing and revenue recognition for pay-for-service programs, as well as elapsed-time service contracts.

Activity Management

• Automate assignment and tracking of contracts, orders, requests and activities among multiple customer, internal and partner entities, sites, departments, teams and contacts.
• Automatically trigger actions such as e-mail notifications or phone calls to schedule product installations or preventive maintenance service.
• Automate activity scheduling and workload leveling, based on key criteria such as user-definable priority and escalation rules and employee experience and skill levels.
• Use flexible selection criteria to create and view online or printed prioritized lists of all outstanding activities.

Incident/Case Management

• Automate service request logging, assignment, prioritization, monitoring, escalation and notifications, via user-definable rules.
• Track causes, symptoms and cross references among products, cases and accounts
• Track all staff members working on a case, all completed and pending tasks and actions, and unlimited notes and documentation attachments.

Resolution Management

• Leverage expertise and captured knowledge to speed problem resolution and eliminate redundant effort via online knowledge base management and research.
• Utilize efficient keyword and relevant document searching against internal and external knowledge bases.

Proactive Service

• Leverage user-definable condition/action triggers such as e-mail notifications, follow-up letters and phone calls, or sending new customers a welcome package.
• Use automatic condition/action triggers to proactively inform service agents and customers about opportunities such as contract renewals and product upgrades.
• Proactively notify service agents and customers about critical issues for specific product versions or lot/serial numbers and corrective actions to help prevent problems ahead of time.

Quality Management

• Conduct periodic customer surveys and leverage day-to-day customer interactions to proactively capture feedback on product and service strengths and weaknesses, including those of your competitors.
• Provide quality assurance, engineering, and marketing with feedback on product defects and enhancement requests, in lot/serial number detail.

Performance Analysis

• Measure and improve product performance and quality, resource utilization and productivity, and customer service and satisfaction levels.
• Access valuable statistical information, such as incidents, defects and causes by product or service item and resolution time by incident type and severity-level.
• Utilize graphical Online Analytical Processing (OLAP) and Executive Information Systems (EIS) tools such as Oracle Discoverer to help spot trends and monitor critical success factors.

Stay up to date with contract renewals and revisions, automate billings and revenue recognition, and monitor terms and coverage using Khameleon Contracts software.

To learn more about Khameleon Contracts software and our other project centric software solutions, please contact us today at 800-655-6598 ext. 1100. We appreciate your interest in Khameleon and look forward to speaking with you!