Service Desk for Lotus Notes and Domino, empowers your customer service, call centre & incident management teams with the tools to manage your customer base and respond effectively to their calls.
Service Desk contains the full history of all past and current calls and associated documentation. Your customer service or call centre teams can log queries, issues or complaints and then resolve them quickly and easily.
It uses fast call logging, routing, resolution and best practice response options to help you maximise customers' satisfaction.
Typically, ROI is achieved in the first year through time saved searching, tracking & retrieving call data, generating standard documents, logging and allocating calls and re-using materials already written. Product & service improvements can be highlighted from call data. Overall, benefits include improved customer handling, service and responsiveness leading to better customer retention and repeat business.
The skills of the customer service / call centre teams are optimised as calls are routed to the person best skilled to resolve the problem. Knowledge sharing is facilitated with a centralised customer service knowledge base.
The reporting facility allows managers to report on call volumes, problem areas, call loads, departments, service levels, response times, where resources are being deployed etc and subsequently analyse calls taken by employee and service rates.