Support
Case Assignment, Management & Escalation
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 In today's service economy, making the shift from a product focus to a customer focus is key to your success. Only by addressing customer needs quickly and efficiently can you hope to reach—and keep—more customers. That's why effective case assignment and customer support management are top priorities at customer-savvy ecommerce companies.
With NetSuite, you can assign, manage, route and resolve customer support cases across your diverse communication channels, including phone, fax and Web. Automated case management and e-mail notification also ensure that everyone stays in the loop, and consequently, that the customer receives top-notch service.
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- Cut costs and improve workflow by automating the business processes associated with case assignment, management and escalation.
- Route cases intelligently, enabling fast, efficient prioritization of all your customer support cases.
- Save valuable time by giving support reps all the information they need within a single, powerful application. Reps no longer waste time hunting for contracts, invoices, or other data in disparate systems or departments.
- Meet the requirements of your support agreements and give customers the world-class service that will lead to longer, more profitable relationships.
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- Respond to customer cases across a variety of mediums, including e-mail, phone, fax, or other channels.
- Log and analyze e-mail communications in order to better serve the individual customer as well as future customers.
- Confirm the receipt of a customer case with an automatic e-mail reply and case number.
- Segment and prioritize customer support cases according to customers who've been waiting the longest, the types of service contracts you offer, or any other criteria that you set.
- Route and track support cases according to product, issue, case type, partner or customer, giving customers a specialist in each area to address their concerns.
- Notify reps when a new customer support case has been assigned to them, or when changes have been made to a case.
- Enable reps to view the complete customer record, including sales, service and accounting histories.
- Escalate more complex cases either manually or automatically to sales leads or managers for quicker resolution.
- View escalated support cases as part of reports and key performance indicators (KPIs), giving reps the ability to analyze data with a few clicks on the Real-time Dashboard.
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