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 organisation 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.) to gives you a broader view that helps with better decision making.