Customer Service System

The Customer Service System is a customer request management tool that is flexible to enable an organisation to replicate its own culture and workflow.

By adopting a methodology that enables full flexibility in system configuration, CSS is well suited to both government and private industry. In fact, we use the CSS to track our own customer interactions.

Putting people first has been the phrase most associated with high levels of customer service. The Customer Service System enables your organisation to meet your customers individual needs in an efficient and timely manner by putting them first.

All contacts, whether internal or external, are captured through an intuitive interface where a series of user-definable Keywords gather metrics about the type of contact being made. Relevant documentation is readily accessible through an inbuilt Information Library and Keyword specific questions (prompts) are presented to the customer service officer ensuring accurate capture of request details. Requests are issued to a pre-defined resource for further action via e-mail, fax or paper via a customisable Work Request template. Should the resource not respond within a defined time interval, a Request will automatically escalate to another resource ensuring no issue is left unresolved.

For organisations with GIS capabilities the embedded GIS+Viewer will display customer and service locations geographically. CSS can be used as a standalone module, however it also shares information with the Work Management System and can be linked to property and finance packages if needed.

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