Customer care

Support management

Customer Care / Support management



The customer care module takes care of all service requests / complaints coming from the customer. Thus taking care of external service requests/complaints also..

Features included are

  • Create Customers and users. (create and manage customer users location wise)
  • Create service categories and service request types for customer care.
  • Assign customer care service categories to employee's location wise or for all locations. (Team Work)
  • Customers can login service requests/complaints based on services rendered to them, thus enabling customers to login complaints only for services used.
  • Assign particular service request /Complaint to an individual and monitored by his manager. (individual Assignments)
  • Force assignment : Service request is not directly visible to the people assigned that category. SLA manager has to compulsorily assign it to an individual.
  • Link customer’s Service request/Complaint to another service request/ complaint. (Interlink with any department). Thus allowing multiple people and departments to work together.
              a. Enable link view. (Allows linked user to view the parent complaint/ service request)
              b. Transparent links. (Allows parent service request/complaint owner to view the linked request)
    Thus enabling both way control.
    Transparency whenever required and secrecy whenever required.
  • Manage SLA’s and Define escalation managers per service category per location.
  • Get notified on overriding of SLA.
  • Custom fields for service request types. So you can collect detailed information on each request raised.

Help Desk

This is a comprehensive tool for the organization to manage all service requests, not only to the IT department..

General Features

Features like linking the service request helps inter-department communication on a particular service request.

Customer Care

The customer care module takes care of all service requests / complaints coming from the customer.

Vendor Service Portal

This module takes care of all service requests / complaints managed by vendors.

Manage Asset

Asset management covers the complete lifecycle of the assets,not only IT assets, but any kind of assets in the organization.

Task

Projects and tasks cover task management of each individual employee , and also takes care of managing projects...

Voucher Management System

Users can Create different types of voucher Like Outstation Travel, General Expense vouchers, Etc.

C-Forms [Surveys]

C-Forms help the organization on conducting surveys or polls within the organization so that right decisions....

Photo Gallery

Events, photo and Video gallery helps to publish the upcoming events and view the past events. Photo and Video gallery...

Knowledge Base

Upload all information to the knowledge base like your organization forms, templates, study material, policies ..etc

Active Directory

Active directory authentication helps to integrate users of the domain to the application.

Mail Flow System

C-Desk Supports mail flow system and SMTP protocol. This helps the users to remain updated on their work and organization.

Taskbar Notifier

You need not logged in to be notified about every update within the Organisation. The Notification is displayed on your screen about every important thing.

Discussion Forum

Discussion Forum is a great place for the people of the Organization to talk about new Ideas. Topics can be initiated by anyone in the Organisation.

C-Chat

C-Chat is online service, that provides communities of users with a common interest to communicate in real time.

Email to Ticket Conversion

The Email TO Ticket is a feature of C-Desk which is very useful for customer complaint handling.

WebAD

Web Active Directory is the same as an Active Directory Authetication. But it's in a User-Friendly Web Browser Format and they can easily create and manage users from the browser.