4CS iSupport is the specialized technical support lifecycle management software for durables goods manufacturers to resolve support requests rapidly and efficiently. iSupport enables better customer service through online knowledge base, contact centers, escalation processes and support performance analysis.
4CS iSupport enhances the value in support lifecycle management with the following functionality:
Allow customers, service centers or service representatives to access the knowledge base using free form text or structured search through 24 x 7 self-service portal
Initiation of support requests by service centers, technicians or customers via multiple channels including web form, email, smart phone, file import (CSV/XLS), Live Chat, Product Telematics as well as other call center tools
Capturing all communications pertaining to an incident, including emails, attachments (photo's, documents, video's) and chat sessions
Review of previous incidents or technical solutions based on context matching for model, component codes, causal part number, problem codes and many other criteria
Escalation of requests to experts in parts, service, engineering or other groups when contact center agent cannot resolve the support issue
Creation and management of technical solutions and Knowledge objects
Integration with other service applications like warranty, parts return, parts catalog, parts order, and service dispatch to fulfill the support request
Analysis of support requests and knowledge usage to
Most of the CRM, help desk and call center applications are geared towards generic or financial services industries where the majority of the calls are routine and basic. 4CS iSupport is focused and targeted only for manufactured durable goods like Automotive, Aerospace, Heavy Equipment, Consumer & Business equipment that are complex to support and service.
The product support in these industries has unique needs in terms of complex product structure, custom configuration based on serial number, problem diagnosis, and relevant technical solutions linked to specific component and problem codes.
While generic tools log calls with very little useful information, 4CS iSupport captures detailed information on product failures. iSupport goes beyond call logging and handling by providing:
Technical solutions and knowledge base matching product categorization and structure
Support analytics focused on identifying leading indicators for emerging product quality issues
Fulfillment functionality for parts orders, returns, service dispatch and warranty management
Links to detailed product information including configuration, warranty, open campaigns and related service bulletins that will help with analysis and resolution of the support issue
Escalation and routing based on special expertise required from parts, service and engineering groups.
With 4CS iSupport, you manage the complete support lifecycle driving better value for end customers, manufacturers and the entire service network.
In addition to back-office call center agents, 4CS iSupport can also be accessed by service centers or customers directly to search knowledge base as well as create support requests online.
iSupport knowledge base can be searched by product, model, category, problem code as well as many other criteria. Different users can easily search the knowledge base as well as authorized service content including service manuals, parts manuals, operators/user manuals, service bulletins and other documents.
The broader usage, access and self-service will free up your call center agents and experts to focus on more critical items that require their attention.
Yes. 4CS iSupport is integrated with email systems using standard protocols for inbound as well as outbound communications. When an incident's status is updated, notification is automatically generated and sent via email. The email includes only the information that your customer needs to see such as resolution details. Users can also respond to the email with feedback results or follow up comments which are automatically associated with the original support request.
The incident work flow supports capturing customer or service center feedback. When an incident is resolved the customer or dealer can be automatically sent a feedback form or a survey to fill out pertaining to the resolution. Reports can be generated on the feedback/survey responses to identify customer satisfaction as well as resolution efficiency.
Yes, the 4CS iSupport systems allows for incidents to be dispatched to a service center. The service centers can be selected on nearest location to the customer, service rate, experience rating as well as customer satisfaction ratings. Service centers are notified via their work queue or email that an incident is assigned to them. Service centers will have the ability to either accept or reject the work, or request pre-approval for additional costs for the job.
4CS iSupport has embedded Service Intelligence platform powered by IBM Cognos to provide you flexible and insightful analysis of support data. 4CS iSupport provides an integrated incident and technical solution reporting and analysis solution. The 4CS solution includes a predefined Support Warehouse model, pre-built reports, analytical cubes, and data load processes needed to transfer data to the warehouse. By using the integrated solution from 4CS, companies can get packaged support analytics saving huge costs and efforts involved in building an analysis solution starting from scratch.
With 4CS iSupport Analysis, customers will also get the capability to easily generate reports on support performance. E.g. reports that capture average times between incident statuses like average time between an incident creation and until its resolution. Users view role-based dashboards online or key performance reports can be scheduled to be delivered via email making the access to support analysis easy and convenient.
Graphical reporting, drag and drop functionality along with data organized in a logical format make creating reports quick and easy for any user. iSupport analysis and reports are accessible on the web for all users including dealers, service centers and other company departments enabling them to get real time reports to drive better performance across the extended enterprise.
Yes. iSupport is well suited to serve the needs of companies with global needs and diverse business units. iSupport can help consolidate support call center management functionality across the world into a centralized system reducing the cost of managing many systems that are limited to a region or a product line. iSupport is scalable to support the volume of users and support requests.
iSupport supports multiple languages, currencies, and localization needs. iSupport allows for translations of documents to languages required.
Even though the system is consolidated, business units can still define their own forms, rules, and work flows based on a specific region or product line. iSupport can also be integrated to different back-end systems that may exist across the world.
Yes. iSupport can be integrated with any of your ERP systems as the embedded service exchange framework supports many formats (e.g. CSV, XML) and integration models (Messaging, Web Services, File/FTP). iSupport as part of 4CS Service Suite has already been integrated with many major enterprise systems from companies such as SAP, Oracle, Microsoft, NetSuite, SYSPRO, Infor, Glovia, Salesforce.com and others. 4CS framework makes it easy to seamlessly exchange data with any of the enterprise or legacy systems. Standard interfaces are provided for data such as Products, Parts, Business Partners (Customers, Dealers, and Service Centers), accounting and service management.
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