Solutions

Hotline & Helpdesk

CRM-Extensions

A call centre can be the best contact to a customer – as long as all problems and enquiries are quickly and efficiently processed. In this respect, we provide a Helpdesk & Hotline application based on Lotus Notes.

Problem Processing & Support

Basis is a problem document where problem descriptions and solutions are recorded as well as listing those employees affected and the document status in a clearly arranged timeline. Those involved in problem processing are kept informed by means of automatic memos and sensibly-grouped views. Through configurable rough and fine classifications as well as prioritisation, occurrences for evaluation are prepared. The Hotline application can administer problems in a customer-oriented manner and handle problems within the company itself just as well. In the first instance, the Hotline addresses the classic hardware and software problems of end users - however, which ones are tackled using the Hotline as a solution tool is flexible.

The Hotline answers all common questions such as:

When and where did each problem originate?
Who is processing which problem at the moment?
What is the current processing status?
Why is a problem no longer being processed?
Who is responsible?
How many problems in which reference area have been solved or remain open?
Who frequently registers a problem and in which reference area?
Which problems are passed backwards and forwards between employees?

Key Features

Clear divisions – clear responsibilities: through a distinct and clearly arranged layout, everyone can see exactly what is required.

Priorities: special priority documents control the classification of calls in a freely-adjustable manner from the administrator. Notification per e-mail: a problem allocated to an employee can be informed manually or with help of a function library via the admissions point.

Delete concept: a delete concept including trashcan is implemented whereby important documents can be deleted only through the administrator

Input processing: if the e-mail address has been assigned, incoming mails are processed automatically to Calls together with the appropriate customer data.

Template: certain enquiries have the tendency to accumulate. In order to handle such standard cases, the Hotline keeps freely definable template available.

Create document copies at will: copy and paste from the clipboard if you want to insert the document together with customers or with the problem description. Every problem needs to be properly stored: in order to quickly identify accumulations and similarly stored cases, and for statistical evaluation, a structured compilation is essential.