Service Call Management

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Service requires connected collaboration

When customers require support, expectations are high and frustration can occur at any delay – such as being forced to wait in queue to talk to service staff. Combine this with a lack of visibility on the progression of their request after the call which leaves customers confused about status. Then there is the inconvenience of having to call again to follow-up, share an important update or reschedule – all this contributes to escalating tensions that make it harder to efficiently manage requests.

Customer service excellence & empowered support staff

Pronto Xi Service Connect – an extension of Pronto Xi Service Management – drives outstanding customer experience. This engaging web portal enables an organisation’s customers to create & track logged service calls in real time; self-manage details/preferences & view invoices. With one constant source of truth, Support teams have all the information needed to assign the right resources and resolve calls at a record pace. This reduces the administrative burden on service centre staff and frees them up to focus on increasing customer satisfaction.

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