SupportTEAM, one in a suite of customer transaction management solutions from Scopus, can be easily tailored to reflect your specific operational approach to customer service and support. Whether you accept customer inputs via telephone, fax, e-mail, or the Web, and whether calls are related to support, defect tracking, information fulfillment, marketing, or cross-selling, SupportTEAM enables your customer service representatives to quickly access customer history data files and validate callers' entitlement to support. The system will then empower your representatives to swiftly provide a resolution to the question at hand, or for more complex problems, to escalate the inquiry, along with all information gathered to that point, to another tier of customer support.
Complete information associated with all calls - including both inquiry data and the resolutions to those inquiries - is stored in the SupportTEAM database and is available for reference by representatives through a variety of searching mechanisms. All subsequent actions taken to resolve a customer call, including product fixes, are also captured.
Scopus recognizes that each company has its own approach to customer service and support and has developed Support Team with an architecture that can be easily customized to suit your specific operations. In SupportTEAM, all parameters are user-definable so that you can tailor response procedures, escalation hierarchies, and follow-up notification processes to your own specific strategic requirements.
With SupportTEAM you don't have to adapt your business to our product; you simply adapt our product to reflect the way you operate your business.