Workbooks Case Management system allows you to integrate your support teams with the rest of the business. Using Case Management support teams can log trouble tickets, assign cases to users and Queues, set priorities and track the progress of the case.
Case Management includes the following features:
Cases are fully integrated with the email functionality within Workbooks, enabling support teams to take advantage of Email Templates to respond to common requests. The Email Drop Box is also fully supported allowing your users and customers to send emails and have them stored automatically against the Case record.
If your support teams use Microsoft Outlook the the Outlook Connector allows them to fully integrate contacts, Appointments, Tasks and emails directly from the Outlook client.
Cases sit alongside all other records in Workbooks, allowing managers and other interested teams such as sales and finance to see the progress of cases or track critical issues.
In addition support teams have full assess to the customers transaction history, so they can see which products have been purchased and which may be entitled to support coverage.
Managers in support teams can use the full capabilities of Workbooks View, Reports and Dashboard functionality to build a comprehensive picture of the support workload, identify problematic issues and improve their business processes.
The Workbooks Contract Management module is fully integrated with Cases, meaning users are able to not only track cases against a specific contract but also against specific contract line items.
If a customer rings in with a problem regarding a specific product, the support team are able to quickly and easily search by serial number or product key to find the relevant support contract relating to that product. It is at this point that your support team are able to check if the support contract is still valid and consequently if they are entitled to the level of support they are requesting.