CUSTOMER & CASE MANAGEMENT

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Support Fusion's Customer Case Management capabilities provide a complete holistic view of customer case related interactions from inception to closure.

Support Fusion's Customer and Case Management solution is built on our highly scalable web-based architecture, providing high availability, powerful, rapid deployment features designed to address the most demanding customer environments.  Support Fusion's cost-effective solutions for Customer and Case Management put you in complete control of establishing your brand without the need for expensive vendor contracts, IS intervention, and outside consultants.

Using Support Fusion's "Quickstart Template" for Customer Case Management, your organization can immediately:

• Improve Customer satisfaction with 24x7 access to multi-media knowlegebase
• Empower Customers with the ability to report and self-manage cases and inquiries
• Collaborate with Customers using powerful, detailed activity management
• Streamline support costs while enhancing reponsiveness and personalized service

Support Fusion's architectural design and usage model solution can be administered by anyone in the Customer Management organization - no special skills are required.  With Support Fusion's business process management features you can:

• Track, manage, and resolve Customer-driven cases anywhere, anytime with easy-to-use, status and escalation management
• Effectively collaborate with customers with updates and progress reports using secure activity management
• Monitor, track, and automatically assign incoming customer requests using powerful, e-mail management
• Escalate, prioritize, and route customer-driven cases automatically using intelligent workflow
• Create rich, reusable artifacts using a real-time multi-media knowledgebase
• Access real-time HTML-based reporting and analytics