Sage KnowledgeSync

Service

• Have you ever had to deal with an angry customer because you were unable to meet their service level agreement?
• Does it take hours- or even days- to realize that one of your support reps is overloaded with calls?
• Do you wish you had a way to let your clients log their own service calls into the system and inquire about the status of them?
• Are there times when a new support call will remain unassigned for hours or even days?
• Do you have a way to contact field service personnel by cell phone, pager or pda?

Because Timing Is Everything

Nowhere within an organization is the sense of "timing" more keenly felt than within a support organization. Regardless of whether you're supporting internal users or external clients, the possibility of something – or someone – falling between the cracks can have dire results.

From a support perspective, KnowledgeSync is a "Watcher" – it watches everything from emailed support requests to service level agreements. With KnowledgeSync, a support organization can:

• Monitor how long calls have been open and ensure that calls are responded to and resolved according to the terms of a client's SLA
• Spot bottlenecks and help load-balance, such as when too many calls are assigned to individual reps
• Detect and address trends, such as surges in certain types of problems or when a specific part or product results in an excessive number of calls
• Automate the process whereby support requests received via email or the web are automatically imported into a service database, assigned, and monitored
• Provide a "report self-service" system whereby users and clients can utilize email to request and receive status reports or other forms and documents