Remedy is adaptable to individual customer needs. It automates processes and enforces business rules, tracks, notifies and escalates problems to maximise efficiency. Our staff can access customer contact data, review call history and status, verify support entitlements, and view attachments such as screen shots and data files. Remedy Customer Support can automatically direct customer calls to the appropriate support representative based on the criteria you specify, such as product expertise and workload. Escalations and Notifications Escalations occur automatically based on your criteria.
Notifications occur as service requests progress through the resolution cycle.
We can easily define and implement your business rules to ensure your organisation meets corporate goals for efficiency, quality and customer satisfaction. Knowledge Base Remedy allows us to create built in knowledge bases for each customer. This allows us to leverage the time invested in solving difficult customer problems by storing reusable solutions in an easy to retrieve format. As a result, our staff can respond rapidly, resolving most problems on the first call. This allows our Customer Support Representatives to associate service requests with specific products.