Customer service departments

Looking for a customer service management solution that was not designed for IT help desks?

Why is it that customer service departments so often have to make compromises when it comes to the software they use to manage customer queries?

Having to choose between over-simple solutions designed for call-centres and over complex tools designed for IT service operations is not ideal. Trying to shoehorn ITIL processes into your handling of customer calls can be a frustrating experience for you, not to mention a puzzling one for customers being told their ‘incident’ has been resolved.

With this in mind, Sunrise has designed Sostenuto CSM, a query management solution specifically designed for customer service departments for whom compromise is just not good enough.

The benefits of Sostenuto CSM?

Sunrise has worked very closely with customer service departments to understand your requirements. We have taken the best and most relevant aspects of IT service software and combined them with new functionality that fits these needs.

Sostenuto CSM lets you manage customer queries proactively and consistently, offering you a real alternative to IT help desk software.

So what do you get with Sostenuto CSM?

• Account information on demand, available to virtual customer service teams across your organization. Often resolving a query will mean pulling in resources from different departments, from accounts to the product team. Sometimes, third parties might be involved. CSM provides one common platform which everyone can easily access and update, resulting in a consistent team approach to resolving your customers’ queries or complaints.
• Ownership of queries throughout their life cycle, so nothing falls through the cracks. From when a query is received to when it is resolved, CSM ensures that your team always has a handle on it and progresses it to the next stage.
• Automated customer notifications.  They say communication is everything, and when it comes to customer service, this couldn’t be more accurate. Automated acknowledgements and updates keep your customers in the loop and reassure them that your team has got their queries well under control.
• Flexibility to suit your business requirements. Sostenuto CSM has been designed to fulfill the needs of a typical customer service operation as closely as possible, so you won’t have to re-invent the wheel. However no two customer service departments are the same.  It’s likely that the screen your agents see will need to have unique terminology, and the way a query is handled will also be very specific to your business. With Sostenuto CSM, you’ll be able to easily modify workflows, screen layout and terminology to fit your business.
• Take the pain out of contract management. Sostenuto CSM comes with an inbuilt contract management tool, which allows you to track when a customer contract is coming up for renewal and flag this for appropriate action. Stay on the ball when it comes to the formal aspects of your customer relationships and your commercial department will thank you for it.
• Comprehensive, easy reporting. Being good at customer service is one thing, but being able to show it is what really pays the dividends for your department and your business. Sostenuto CSM comes with graphical dashboards that help you to see at a glance what is happening on the customer service floor, and a management report wizard that allows you to create powerful, hard-hitting reports that will help you secure your customers’ business for a long time to come.

Take your customer service to a new level, with a software platform that will make your team more effective and result in greater customer satisfaction. Say YES to Sostenuto CSM...but say NO to IT jargon  and complex frameworks!