Pivotal Overview - Service Automation

Pivotal Overview - Service Automation

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Outstanding service is the foundation of a winning customer experience. Efficient, effective customer service can turn this traditional cost center into a profit center for your organization.

Pivotal Service™ is a complete service automation system that helps service representatives capture, manage, and resolve customer service and support requests quickly, while never losing sight of up-selling and cross-selling opportunities.

The flexibility of Pivotal CRM technology enables you to rapidly and cost-effectively implement a system that will automate even complex, unique service processes. Pivotal Service allows users to resolve customer inquiries in a personalized but repeatable manner that accelerates incident resolution and improves customer satisfaction.

Pivotal Service helps you achieve measurable business results:

• Decrease Costs: Reduce the cost of serving customers by providing intuitive, web-based self-service and by automating service request processing, escalation, and resolution.
• Increase Revenues: Capitalize on revenue-generating opportunities by enabling service reps to easily enter leads, capture orders, and manage literature fulfillment requests.
• Reduce Training Costs: Enhance efficiency and simplify employee training with an intuitive user interface and automated workflow that streamlines issue resolution.
• Provide Multi-Channel Interactions: Give your customers convenience and choice by offering service across a range of channels. A common data repository ensures all agents can work together to track and resolve customer requests across channels.
• Increase Customer Satisfaction: Deliver a superior customer experience cost-effectively by giving CSRs the information to offer personalized, knowledgeable service.
• Maximize First-Contact Resolutions: Ensure response consistency and eliminate duplication of effort with a searchable full-text knowledgebase that gives service representatives all the information they need to fulfill customer requests.