In a dynamic and constantly growing market, companies find it more difficult everyday to differentiate themselves from their competition through their products and services. Most companies have focused on sales, leaving customer care in second place. In this context, the lack of contact with customers or an indifferent attitude towards them becomes the main cause for customer loss. Thus customer care quality plays a prominent role as a differential factor. Today, channels of communication have diversified -telephone, mobile phones, fax, email, Internet- and each person has their preferences and choices for how to communicate.

With TELESOFT Customer Care you will be able to offer a successful service and management of all your customers' claims and queries.

TELESOFT Customer Care is the ultimate tool for the back up and integral management of the specific operations involved in handling each claim.

TELESOFT Customer Care is a strategic application for companies aiming at:
• Meeting customer expectations by providing them with adequate answers.
• Improving coordination, integration and time management when handling queries and claims.
• Maintaining customers' high degree of satisfaction.

TETELESOFT Customer Care is especially devised for customer and prospective customer service, helpdesk and user support.

TELESOFT Customer Care allows you to collect, organize and share information about customers and prospects among the different areas of your company.

With TELESOFT Customer Care you can integrate data and coordinate the different operations carried out by various employees working on each customer claim.

TELESOFT Customer Care enables customer contact representatives to have a comprehensive view of the history of each customer. Thus customers receive a coherent service which makes them feel acknowledged and results in higher satisfaction and more sales.

TELESOFT Customer Care incorporates personalized forms for registering claims and validating the necessary data in each particular case. Representatives can give an immediate response to claims or refer them to the appropriate area.

WEB-BASED CLAIM MANAGEMENT

Using Integration Component, TELESOFT Customer Care has the ability to integrate with your corporate website, enabling you to register, follow up and update claims and queries over the Internet. This allows implementing an online self service system that gives customers the possibility to access online support information, enter claims, access product information, check FAQs and their claim status, all through a web based browser.

In this way, the company reduces its customer care costs significantly.

TELESOFT Customer Care ALLOWS YOU TO:

Have a complete and global view of your customers' situation: Representatives can immediately view situational reports specifying products and/or services already acquired by the customer or in the process of being acquired. They can also view the history of claims and queries with their respective results through transactional systems and the company's databases.

Personalize each contact: Representatives have access to the history of contacts made with customers with the aim of knowing their historic behavior.

Monitor your representatives' answers: TELESOFT Customer Care allows you to check knowledge databases for reference. In certain circumstances, representatives will have access to textual references on what attitude to adopt and/or what answer to give to the customer.

Conduct a follow up of each operation: The system provides an agenda to schedule call backs and meetings in which representatives inform customers about their claim status.

Prioritize claims: TELESOFT Customer Care enables the user to define claims' multiple priority levels. The claim prioritizing process is in charge of sending alert emails to the chain of managers responsible for those representatives handling overdue claims.

Parameterize the system according to your needs: With TELESOFT Workflow Designer you will be able to graphically generate claim solving circuits based on predetermined parameters. Integral claim management will be totally predefined from the associated circuits and their definition, taking into account their change of status and additional functions yet to be assigned.

Refer claims: Representatives can answer claims immediately or refer them to the corresponding area and conduct an online follow up.

TELESOFT Customer Care integrates two modules that enhance its operation: TELESOFT Manager and TELESOFT Back Office Customer Care.

TELESOFT MANAGER:

Reports: TELESOFT Manager provides predetermined statistical and personalized reports according to user needs. It also allows to export reports to other applications.

User Management: TELESOFT Manager enables to group representatives and assign different user levels in order to restrict access for functions reserved to certain profiles.

Monitoring and Assessment: TELESOFT Manager provides online reports and graphics to monitor and assess representatives, including all the required quality parameters.

TELESOFT BACK OFFICE CUSTOMER CARE:

Follow up: A follow up of each operation is carried out along the corresponding circuits, registering changes of status, consulting and referring claims and queries to other areas if necessary.

Monitoring: TELESOFT Back Office Customer Care allows prioritizing the management of pending claims according to their seriousness and the customer's importance.