Customer Service & Support
AroTRON™ eService enables companies to provide consistent and efficient service to their customers with every communication - over the phone, fax, by email or on the Web - increasing customer satisfaction, forging strong relationships, and standing from the competition. Every customer care representative can manage the full lifecycle of a customer request (trouble-ticket), from its initial recording, monitoring, customer updates and eventually solving. The knowledge-base enables agents to easily access all related customer information in order to better serve customers and respond to their requests, while it ensures that corporate knowledge and experience will be retained and never be lost.
The upside benefits associated with using AroTRON™ Customer Service can be tremendous. Among them:
Improve Customer Satisfaction
Consistently provide superior service to all customers via every interaction point - phone, fax, email, web, etc. - ensuring that customers will not have to call twice for the same problem or repeat details regarding a previous incident. AroTRON™ supports the automatic routing of customer calls to the appropriate support teams or technicians, supports predetermined processes for the escalation of issues, accompanied by notifications to the appropriate business parties throughout the organization.
By maintaining an updated case history with easy access to all customer communication records, and giving employees the ability to view the full history of service requests received and how the company responded (repair of problems, maintenance, etc.) the company will be able to achieve high retention rates and ensure customer loyalty and patronage.
Web Self-service
AroTRON™ offers a Web-enabled customer service functionality that allows customers to access their accounts 24/7, enter service requests and follow the lifecycle of their trouble-ticket via the system's end-to-end secure remote-user connectivity features. Thus, customers feel they are more in control regarding their issues and requests, and agents are free to deal with the most serious questions and problems that need immediate attention and increase their productivity.
Knowledge Management
AroTRON™ offers companies the ability to maintain a dynamic pattern of articles and business knowledge that pertains to the company's products and services while allowing agents to easily access all related customer information, thus offering customers superior service and support. By maintaining and leveraging the organization's knowledge, agents are always up-to-date, knowledge is never lost, internal training gets faster and smoother, and customers receive service of the highest quality. It is important to note that large part of the Knowledge base is available on the Web to authorized users designated by the customer or the company's associates. The time-saving as well as cost reduction opportunities are enormous and well documented, and allow customers to troubleshoot on demand
Management of Customer Installed Base
AroTRON™ offers complete support of the company's full range of products and services, and a comprehensive view of which products the customer has bought and installed. As a result, agents can follow the historical development of a customer's Installed Base - including configurations of components and services acquired both from their company, as well as from third-party product and service providers. As a result, support agents have a complete view of a customer's configuration, which allows them to troubleshoot better and faster.
Contract and Service Level Agreement (SLA) Management
Easily manage customer contracts for products or services rendered, support, maintenance, etc. Enjoy the flexibility in composing the terms of a contract (numerous providers of an installed base, etc.) and the ability to link them directly with various parts of the customer installed base and equipment. AroTRON™ also allows for the monitoring of all customer maintenance and support contracts, as well as the automatic generation of reminders regarding important dates (maintenance of a customer's product) or deadlines (communicating to a customer the expiration of a support contract), ensuring that customer expectations are exceeded.
ISO 9001:2000 Certified
