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Company:
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Neocase Software, Inc.
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Summary: |
IDSI needed a powerful, out-of-the box solution that was completely configurable; the company implemented over 100 seats of Neocase CS, and was able to easily integrate it with an existing third-party work order application. Neocase CS enabled IDSI to streamline and optimize business processes through the solution’s workflow engine and intelligent case routing. It was also able to manage a myriad of service level agreements (SLAs) for different customers as well as be able to track work against them. Additionally, IDSI implemented automatic case creation from emails – a significant productivity booster for its customer support staff.
IDSI also elected to deploy Neocase Self Service and Knowledge Base, which uses an intuitive language search engine that uses “relevance scoring” to deliver more accurate content based on usability and user ratings. The Neocase Knowledge Base is seamlessly integrated with the case management system and self-service portal, allowing agents and customers, respectively, to share and access product details, support articles or other relevant information in an effortless manner. Moreover, the dashboards for tracking team and agent case distributions provide constant visibility as to the performance of the entire group.
According to IDSI, not only has the Neocase solution improved productivity within the organization but it has also made their customers and partners more efficient. The Self-Service Portal is integrated with Knowledge Base, which dramatically im¬proves the accuracy of query results. Customers now have a single point of entry for all IDSI issues, which is important for a company whose customers often buy more than one product.
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Resource Type:
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Case Study
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Publish Date: |
12/31/2008
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Resource: |
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