|Service Process Management|
In geometry the shortest connection of two points is a straight line. In service the fastest route to a satisfied customer is an efficient process. From taking a request to its termination and evaluation, what counts is to select the right information and employees and connect them in the right sequence across the boundaries of divisions, companies and systems. With graphical workflows, extensive operating figures and report functions as well as automated communication with other systems helpLine makes the service process management easy.
Controlling Processes consistentlyWith helpLine you implement your service processes end-to-end ─ from customer request to confirmation of the service rendered. With workflows you create the ideal course of processes leading your agents through their tasks and provide for efficient team work without limiting the necessary room for manoeuvre for individuals. The graphical interface of the helpLine workflow engine lets you adjust the standard processes of the helpLine process portfolio quickly and easily to your company's specific requirements as well as realise any further company-specific processes.
On the basis of the workflow helpLine then controls the entire service process automatically, exchanges all necessary data with different sources and applications and, if required, starts actions in involved IT systems. Reporting systems in real time such as the helpLine DashBoard or trend analyses additionally support you in fine tuning and consistent optimisation of processes.