Advance customer service delivery through analytics, efficiency and compliance
Elevate service request handling with the Customer Service Process Application from IBM Consulting®, taking advantage of the IBM® Process Excellence (PEX) Value Triangle framework for enhanced efficiency.
This solution offers near real-time insights into service request resolutions, improving first contact resolution and service handling time. Service managers gain access to robust, data-driven dashboards and analytics for an in-depth view of the service lifecycle.
Deploy this platform to boost productivity, heighten customer satisfaction and proactively tackle process inefficiencies.
Key features
Gain immediate visibility into the status and progress of service requests with our near real-time tracking feature. Service managers can now monitor each request as it moves through the service pipeline, pinpointing delays and swiftly addressing issues to enhance operational efficiency.
Delve into the nuances of service management with our comprehensive analytics. This tool deciphers complex data patterns to reveal insights on service handling time, rework frequency and first contact resolution, empowering your team to make informed decisions.
Our productivity tools streamline your customer service processes by minimizing rework and reducing lead time. This leads to a more agile operation that quickly adapts to customer needs and improves overall service delivery efficiency.
Understand and improve customer satisfaction with our satisfaction metrics feature. By correlating CSAT scores with service delivery performance indicators, you can extract actionable insights to elevate customer experience.
Our interactive dashboards present complex service data through intuitive charts and visuals, simplifying analysis. This user-friendly interface allows for quick interpretation and response to service metrics trends.
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