Case and Defect Management

Deliver a superior, multi-channel customer experience with a centralized and optimized customer support hub. Attack customer issues quickly with smart routing and escalation workflows, and quickly access or author knowledge content to solve common issues for the lowest cost. Provide “at a glance” views of complete customer histories for all customer-facing employees. Close the loop between manufacturing and support teams with integrated bug and defect tracking.

Learn More: Case Management and Bug Tracking

Knowledge Management

Improve customer service by empowering smarter customers. Manage structured content publication using template-driven processes. Seamlessly deliver content throughout the NeoCRM UX. Increase knowledge awareness and relevance through user-defined tagging and intuitive searching.

Learn More: Knowledge Base

Customer self-service

Empower your customers and save time and money with simple, effective self-service tools. Deliver an intuitive experience for customer or business partners with fast access to bug or case status, knowledge base records, and case creation tools. Give customers the power to seek advice from company experts anytime, anywhere using NeoCRM’s mobile-enabled Portal.

Learn More: Self-Service Portal

Expert collaboration

Harness collective wisdom through collaborative service. Easily identify and connect with experts across your organization. Enable context-sensitive discussions that are easily cross-referenced in the future. Increase knowledge sharing by allowing individuals to classify information in a manner that makes sense to themselves.

Learn More: Case Management and Bug Tracking

Process Automation

Provide fast, expert response through intelligent routing of inbound calls and emails to the right service representative every time. Leverage NeoCRM’s business rules engine and advanced workflow to design seamless handoffs and smart escalations. Enhance the customer experience by building bridges to internal product experts outside the support center.

Learn More: Advanced Workflow

Customer service and customer support Analytics

Deliver smarter service with intelligence that exists on every page. NeoCRM reporting and dashboards provide you with real-time information about your customer’s history, product usage, and hot topics. Track responsiveness and time to resolution across accounts, teams, and departments, common customer problems and root causes, and overall customer satisfaction.
Learn More: Dashboards and Reports