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Proactive Customer Service Operations

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Proactive Customer Service Operations

You can proactively trigger case workflows and notify affected customers to improve customer experience, solve issues faster, and lower inbound call volume.

Customer Service Management provides an integration with ITOM Event Management. This integration enables customers to create cases proactively from alerts either manually or through automation and track the accounts and the corresponding install base items affected by the alert.

Customers expect quick resolutions when they approach support with an issue. What creates an exceptional customer experience is when you go out of their way to find potential problems and are transparent about the status of the resolution. By monitoring issues and creating proactive cases, you can be one step ahead of your customers and solve issues faster.

Proactive Customer Service Operations enables you to improve the customer experience by breaking down the silos that exist between the processes and systems used by front line customer service and back-office operations teams.

When Network Operations Center engineers are alerted to a service disruption, they can identify customers affected and create a case for customer service to review.

Customer service agents resolve and close proactive cases in the same way as other customer service management cases, using the major issue management process when multiple customers are affected.

Your customers use the Customer Service Management Service Portal to view their install base information and create their own cases.

Activate the Proactive Customer Service Operations plugin (com.snc.proactive_cs_ops) to enable this feature.

Learn about Proactive Customer Service Operations with Event Management from the following video tutorial.