The Centre For Excellence - Software Solutions Provider & Systems Integrator

CUSTOMER SERVICE SOFTWARE

Customer Service

   The Centre for Excellence’s Customer Requests module is a comprehensive customer contact, request and action system. Customer Requests has built in workflow and can automatically route customer requests between responsible officers and can escalate unsatisfied requests based on time.

   Customer Requests facilitates time based performance statistics for work groups and employees. Time based statistics are available on milestones and component activities. In addition, customer surveys produce customer satisfaction statistics for performance indication. With Customer Requests, performance issues can readily be identified, resolved and monitored.

   Customer Requests is a server-based application and hence shares information enterprise wide. Customer Requests keeps the customer informed by either email or physical mail which is generated automatically from the Customer Request information entered. Internet access is also available so customers can browse the status of their requests.

   Customer Requests is fully integrated with The Centre for Excellence’s Activity Based Costing module. This allows the customer request to be fully cost and productivity based performance evaluation to be undertaken.

   Customer Requests is one component of a suite of integrated applications developed by The Centre for Excellence for the Local Government, Building and Manufacturing industries.

Design Philosophy

   Customer Requests is a flexible customer contact and response system that may be deployed enterprise wide or centralised within a call centre.

Features

Three Tier Web Enabled (NCA) and/or Client/Server implementations.

Oracle RDBMS.

Oracle Designer, Developer and Programmer development tools used.

Integrated with the Pavement Manager, Asset Management, Asset Maintenance, Drainage and Activity Based Costing modules in The Centre for Excellence application suite, and with MapInfo for spatial mapping.

More...