The customer submits a new request and receives an automatic email reply. The request creates a "ticket", a case, which is allocated to an operator for further arrangements.
Submitted request is evaluated and assigned by the system for further processing based on the relevant departmental processes.
Each ticket can be directed to one or more departmens and operators. Each operator can redirect a ticket to the appropriate next operator for further processing.
Each request can create a chain of communications between operators of the organization, processed through the same unified environment.
All information regarding a ticket is centrally stored, facilitating the online monitoring of the progress of the works towards the final resolving of the case.
Under each customer there is a collection of all tickets along with their associated processing history, per status (pending vs completed).
Ability to prioritize each ticket based on its criticality.
Confirmation to the customer that his request has been received with an automated email reply message.
Continuous operation on a 24-hour basis of a system for receiving and coordinating requests.
Dynamic reports and statistics, favoring customer service orientation.
By resolving each ticket, the customer has the ability to rate the quality of the service provided.
Ability to integrate with Vortex Suite modules, providing a holistic management
Terms and Conditions
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