What is today’s business needs?

• Improve Customer Satisfaction and Retention
  through the ability to consistently meet or exceed customer service expectations
  
• Increase Employee Productivity
  by providing the information and tools necessary to consistently resolve customer issues more quickly and reliably, and by improving and automating internal business processes
  
• Reduce Call Center Costs
  by leveraging increased employee productivity, reducing call volume through self-service options, and increasing first-call resolution statistics
  
• Consolidate Customer Information
  from disparate enterprise systems to a format usable by front-line service representatives

Providing a compelling product offering may not be enough to differentiate your firm from the rest of the market. Success depends on your ability to maintain a high level of service and cultivate strong customer loyalty.

By streamlining customer service interactions for the client, and administrative processes for customer service reps, response time and expenses are reduced, while customer satisfaction levels increase.

Jtec CSM is designed to facilitate customer loyalty. Customers are provided with several online tools to ease their interactions with customer service. Using an individual login ID and password, customers can initiate or monitor important support issues from a standard web browser at any hour of the day or night. They can enter a new service request directly into the system, or utilize online chat or web call back functionality at their discretion. With clients logging the requests themselves, call center volumes are reduced, and customer service reps can focus more on problem resolution, and less on data entry. Additionally, requests can be automatically routed, minimizing response and administrative time internally, not to mention frustration for the client.

Customer service departments are supplied with robust functionality to make their jobs easier. They are given access to full customer interaction histories, automated entry of new support cases and service requests, as well as features such as wireless text notification of new cases. When onsite, they can enter case specific information over any web browser at any time of day, and print documents for customer signature without a trip back to the office. CSM was designed to eliminate the error and repetition inherent to administrative processes, so service reps can focus on what they do best - customer service.

The Jtec Solutions By leveraging a rich history in problem management, and building on years of experience as the leader in Service Management solutions, Jtec has developed a best-of-breed Customer Support application that enables you to consistently meet or exceed your external customers' expectations. Jtec Customer Support Center, the flagship application within the Jtec Customer Service and Support suite, improves customer satisfaction while also managing support center costs. By combining rich functionality to track and resolve customer issues more quickly with the ability to seamlessly integrate to other applications within the suite—or to other enterprise systems within a company—Jtec Customer Support ensures that your representatives have the necessary information, and the requisite tools, to provide the level of service your customers deserve.