Your Challenges in Service Management
- You want to be able to centrally handle customer inquiries from different communication channels.
- You want to keep your service promises towards customers and document them.
- You require transparency regarding number and content of all your customer inquiries.
- You would like to provide individual and tailor-made support to your customers.
- You want to avoid media disruptions in communication with your customers.
- Present knowledge should be stored and ready to be re-used efficiently.
Successful Service Management with trueAct
trueAct software captures every request as a ticket. This is categorised on the basis of language, content and emotions and forwarded to the responsible employee. Thanks to automatically proposed solutions and text modules, a suitable response is quickly put together. It is then communicated to the customer via the desired channel. Additionally, trueAct is also able to respond to standard inquiries by itself within the Service Management framework!
Capture of all customer inquiries
All customer requests are captured as service tickets within the Service Management solution and assigned to the right person. Electronic interactions as well as notifications of hardware and systems can be captured automatically.
Panoramic view and overview in real time
The display of all ongoing and completed activities provides an immediate overview to the agent. Ticket status as well as adherence to service and operational levels can be measured and monitored in real time.
Simple and easy
trueAct Ticket is a user-friendly and easy to learn web application. Due to an integrated knowledge support customer inquiries can be resolved easily and efficiently.
Tailored to your needs
Categories, assignment rules, service and competence levels as well as notifications can be easily, individually and quickly configured.
With the help of trueAct CTI (Computer Telephony Integration) trueAct Ticket recognises your callers and automatically displays the relevant customer data to the agent.
Case Study: Successful Service Management at Accarda
The Partner for Sales Increase
Accarda is specialised on integrated customer management and leading in the area of customer cards with payment function in Switzerland. Customer card programmes with payment function have been Accarda’s core competence for 40 years. IKEA, Manor, BP, Shell and many more are among Accarda’s customers. As full-service-payment-provider Accarda also takes on the complete customer service for their customers.
High Demands on Service Management
Service requests are received by Accarda via various channels depending on the respective customer. They need to be collected in the central Customer Service, categorised and assigned. This task was dealt with manually and at a corresponding high expense before the introduction of a suitable software solution. Due to the complexity and inefficiency of manual processes, a new service management solution was searched for to deal with channels receiving requests in writing. The solution was expected to be flexibly expandable and bring a high degree of automation into Customer Service.
Automation with trueAct by PIDAS
With trueAct PIDAS was able to offer the suitable solution for Accarda. The trueAct solution ensures a user-friendly and case-based handling by means of tickets, as is essential for effective Service Management. In addition, it presents a considerable work facilitation due to its automation components. Functions for the recognition of automation potential can be increased and exploited continuously.
Seamless Integration with Document Management
A prerequisite for the Service Management solution for Accarda was the connection to their document management system Documentum. Here trueAct came into play as a solution. Extensive standard interfaces make it possible to connect trueAct to third-party solutions without much effort, this is also the case for Documentum. By integration trueAct Accarda was able to implement the entire process from capturing a request to documenting it in their own digital archive, completely and without media disruptions. Even letters received physically by mail could be integrated by means of a scanning solution.
Inclusion of Customers into the Service Process
Accarda runs a «Shared Service Platform». By means of this the Service Organisations of customers such as Manor can be seamlessly included in the service process with trueAct. Also 2nd-level requests and inquiries outside of Accarda service hours are thus directly forwarded to Manor. With trueAct Accarda disposes of a Service Management solution that considerably reduces the high manual effort, captures all customer requests completely and brings a high standard of automation into the process structure of the cross-client Customer Service.
Benefits for Accarda
With trueAct Accarda is able to ensure a strong Customer Service in a complex environment. A good example for intelligent automation!
This is what Accarda says
«Our service platform supports numerous customer mandates such as IKEA, Manor, Media Markt, BP a.o. Thanks to trueAct our specialists are relieved of routine tasks and are able to concentrate on more complex service issues.»
Head of Projects, Processes & Services
What trueAct does for your Service Management
With trueAct your Customer Service gains more speed and your customers become your fans! Get to know the performance capacity of trueAct in only 80 seconds.