Define support
workflow top^
OpenBOX Customer Help Desk can be easily configured and customized to match
existing or defined workflow for a consistent support process.
OpenBOX Customer Help Desk dynamically generates action buttons to guide users
to next step of support process. Possible next actions can
be configured for each user group according to specific workflow
model.
Automatic ticket assignment and status change notification top^
Once a support request is submitted (phone, e-mail, web),
a ticket is automatically generated and assigned. Automatic
e-mail notifications can be sent on status changes, field
updates or based on the movement of issues through the
workflow, providing complete control of projects and preventing
any loss of details or data. Once a ticket is assigned,
the rep receives an automatic e-mail with a URL pointing
to the record. When a ticket is closed, an e-mail will
automatically be generated to the customer.
Time/cost tracking capabilities top^
A time and cost tracking option is available to track time spent on resolving
support issues and calculate the total cost based on salary
or pre-negotiated rate. Easily calculate the cost of an
entire project for invoicing or tracking ROI.
Complete account and ticket history available in one place top^
Contains complete account information and history related
to each ticket such as support contract and key contacts.
Provides complete history of the ticket including activities,
e-mails, file attachments and status notification dates.
Audit trail of tickets top^
A complete history is provided of all changes or modifications
that were made to a ticket and within Customer Help Desk including description
of change, status changes, date and user name.
Built to adapt/match existing workflow top^
Configuring and customizing solution to match current workflow
is easy. Choose what information to display immediately
after logging in. Access favorite queries and reports using
a sub-menu. Add new fields, create tables and design forms
to suit your needs.
Provide proactive support top^
Send batch e-mails to all customers regarding a new product
or knowledge base article. Create, manage and track e-mail
campaigns containing personalized mail merge fields to
targeted customers with the optional OpenBOX Marketing
Campaign Management (MCM) module.
Plan activities and tasks top^
Seamless integration with MS Outlook provides one central
calendar and activity schedule. Access Outlook e-mail,
compose and send messages from your browser within the
OpenBOX Customer Help Desk application.
Comprehensive, fully searchable knowledge database top^
Support staff can search the knowledge base for a solution
with a single click. New solutions can be entered for others
to reference.
Comprehensive analytics (no IT support required) top^
OpenBOX Customer Help Desk contains several preconfigured queries and reports.
Measure support staff’s productivity over time and
get insights on what products result in most tickets. Reports
can be rendered in text format or in colorful graphics,
including trend lines, bar and pie charts. Creating new
reports and queries is easy and requires no IT support.
Multiple project capability to support various groups top^
OpenBOX Customer Help Desk handles multiple support groups. Multiple projects
can be created for multiple support groups. Configure different
workflows for each group. Combine multiple projects and
generate a consolidated report for effective decision-making.
Fast deployment top^
Once a customer’s workflow is determined, OpenBOX Customer Help Desk
can be up and running in days.
Enforces business process rules top^
Define business rules and monitor them 24x7. For example,
if a high priority request has not been followed up within
an allotted amount of time, it can be automatically reassigned
or sent to the manager.
Complete support solution top^
Provide web-based self-service with OpenBOX Customer Help Desk. Route incoming
e-mails to the right contacts and automatically send results
from the knowledge database. Submit tickets from web site
and edit account profile information using web tickets.
Start a chat or voice conversation using multi-channel
contact center. Aggregate web tickets, self-service knowledge
management, multi-channel contact center and more in the
OpenBOX Customer Help Desk web interface.
Designed to integrate with future OpenBOX modules top^
Integration with OpenBOX 9.0 future modules including Sales Force Automation and Marketing Campaign
Management for a complete CRM solution and additional Order Management, Project Management
and Partner Management modules for a complete enterprise-wide solution.
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