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Reports & Dashboards2019-08-16T16:31:57+01:00

REPORTS AND DASHBOARDS

The people who lead service teams need to get to grips with a large amount of information, and they need to do it quickly so they can act before SLAs are breached, customers are disappointed and agents frustrated.

With Workbooks CRM you can easily answer questions like:

  • Which support cases have had no response?

  • Which members of our support team are closing the most issues?

  • What’s our average response time?

  • Which support members have the most open cases?

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The days are long gone when support team leaders could spend a day a month locked in a room poring over pages of figures, trying to figure out what was working and what needed attention. Today you should expect more. It’s what you need.

You need simplicity from complexity. You need insight from information. And you need to be able to access it anytime, anywhere, in real-time at the touch of a button. That’s what CRM from Workbooks delivers with its suite of reports and dashboards.

With CRM from Workbooks you can generate reports and set up dashboards that give you insight into the vital questions in your service team. Which support cases have had no response? Which members of our support team are closing the most issues? What’s our average response time? Which support members have the most open cases? Which cases are about to breach SLAs? Get answers to these questions and you can make the right management decisions.

This is a step up from the service management systems found in many support teams. Those allow you to log and manage cases. They are useful for dealing with live issues, but once issues are resolved they are not recorded, so the organization never builds an overall picture of what is working and what needs improvement. Workbooks CRM platform also gives you the ability to incorporate in your report other aspects of the customers (from marketing engagement to interactions with sales etc.0 to gives you a broader view that helps with better decision making.

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FURTHER READING

CRM CUSTOMER SERVICE FEATURES

TICKETING & CASE MANAGEMENT

Automatically create cases and set priorities. Assign tickets to individual users or groups (queues). Track all emails, notes and activities in one place. Synchronize with Outlook, Exchange/Office365 or Google Apps.

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IDENTIFY UNHAPPY CUSTOMERS

Categorise customers into ‘Red/Amber/Green’ so you know which customers are happy and which ones are ‘at risk’. Utilize cases and reports to manage issues to a successful conclusion.

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MEASURE YOUR SLAs

Track performance against Service Level Agreements (SLAs) in real-time. Identify which cases are overdue or about to breach SLAs.

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MANAGE AGENT WORKLOAD

See open cases by agent. Easily reassign cases to different teams or users. Manage workload and resources allocation. Monitor trends by day, week, year and identify seasonal peaks.

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CASE ALLOCATION

Automatically route cases based on agents’ skills and knowledge, for increased speed and accuracy of resolution.

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ADDRESS RE-OCCURRING ISSUES

‘Slice and dice’ your customer service data and get insight into re-occurring problems. Use the insight to deal with the source of the issues.

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CREATE A KNOWLEDGE BASE

Record customers’ common problems & solutions and create Knowledge Base cases, ensuring the information is easy to find. Build email templates to ensure communication is consistent.

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MULTI-CHANNEL SUPPORT

Manage cases via an email inbox. Capture enquiries via a Web form. Allow customers to log into a Web portal and manage cases online (self-service). Capture chat logs and integrate Social Media tools.

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