The challenges of manual Customer support are numerous. Customers have to repeat information every time they call the service desk and sometimes get no information on the status of their request. Service agents end up answering repetitive questions and are unable to leverage the knowledge of others in the field. This leads to delayed/ unsatisfactory service that affects company image.
PowerCare is a web based system for Customer Request Logging and Management. Its’ features include management of requests from multiple channels, flexible routing to service agents, a large ‘solutions’ knowledge base and performance tracking and monitoring.
The benefits are: allowing the customers to register their service requests through internet, empower them by providing access to the self-service knowledge base 24x7, allow service agents to track the service request history for each and every customer, increase the call closure rates, and Track and measure the SLA commitments over time.
PowerCare is built using ready-to-use components provided by BitSlice. The savings in the development effort have been significant and the quality of the product achieved a marked gain by the use of the core components. The components have been extended to create key modules of the product.