Puratech's
Online
Customer Support Management (OCSM)
Puratech
integrates Online Customer Support Management
(OCSM) giving real time information to help
the management in strategic planning to let the
organization grow in an effective way. In fact
OCSM acts as an assistant to everybody
in the organization leading to increase the efficiency
of Customer Support Representatives / Engineers.
Information flow is automated for every important
activity, which eliminates errors and provides
in-depth analysis of individuals and overall performance.
Online
Customer Support Management (OCSM) offer wide
area network (WAN) through Internet and connects Support
Managers (SM), Customer Support Representatives (CSRs)
and Customers spread all across the world.
OCSM
focuses on three key areas:
Support
Manager – responsible for CSRs and customer
account creation and management, creating support
calls / trouble tickets for CSRs.
Customer
Support Representatives (CSRs)
– responsible for accepting service calls /
trouble tickets, processing service request and
giving the necessary information of the service call
attended.
Customers
– responsible for submitting problems and request.
With
fast remote desktop controls, dynamic file transfer
capabilities and Internal Messaging, OCSM enables
Support Managers and CSRs to interact with the customers
resulting in faster call handling and improved customer
service.
Read
the features of OCSM, which will give you an
idea about the features of the software and how it can
be useful in your organization.
OCSM
FEATURES:
Integrate
all users into a “real-time” concentric environment…
Support Manager, outside CSRs and Customers.
Unlimited
Account Opening capabilities of SM, CSRs and
Customers.
Individual
User Authenticated Login and Password Facilities.
Review,
assign and track any and all support calls / trouble
tickets with in a click.
Extensive
search capabilities date wise, product wise, CSRs
and Customer wise.
Reports
can be generated showing the workload and
performance of individual CSR.
Priority
can be assigned to each support call (i.e. At Ease,
Low, Medium, High).
Option
to open support call / trouble ticket and close on
completion.
Each
support call / trouble ticket is date stamped
allowing SM and CSRs to track each call / ticket and
ensure that an answer is provided in timely manner.
Calculates
the time / hours put in by each CSRs for a
particular task.
Dynamic
uploading support of file to required CSRs and
Customers.
Reduces
Phone Support and its associated cost in time and
expense.
No
client side software or hardware installation, only
a web browser is required.
No
training costs or time required, with browser-based
interface usage is intuitive for the end user.
24/7/365
availability.
Rapid
Development with total customization as per your
requirement.
