Customer Service

By Business Function

Customer relationships drive brand perceptions. We can help extend your brand at the customer service interface to offer a unified brand experience for prospect and existing customers. Simplion can help your company leverage the Service Cloud and experience immediate productivity gains.

Service Cloud solution benefits:

Multi-channel Support and Services

As customers spend more time in online social environments and on their mobile devices than ever before, support organizations must make a concerted effort to be everywhere their customers are, providing multi-channel customer service and faster response times on each channel. However, the design of this multichannel solution needs to continuously evolve toward building a sustaining engagement platform between the brand and the customer. Simplion combines social, mobile and big data to design solutions that enable this engagement platform.

Social Support Community

Community based service models across devices and media enable agents engage with customers across social networks and on customers’ devices. In addition, within this social support environment customers can connect with each other and answer each other’s questions, creating an extension of the support team.

Automated Workflows

Managing support workflows delivered via distributed partner and distribution networks require robust master data management, real time visibility of the service workforce, mobile enablement for continuous access, and multichannel access to centralized knowledge content.

CRM & ERP Integration

A 360-degree view of the customer is necessary for an agile and responsive support experience. Integrating the Salesforce CRM with backend systems of record that are repositories of transactional data, enables end-to-end service, support and cross sell workflows. Support teams can be empowered to quote for new offerings, complete online transactions, authorize returns, record reversals, mail invoices, and query inventory databases.

Service Team Mobility

Real time access to data enables field support agents deliver knowledgeable and efficient support experience for the customer. The real time analytics obtained from mobile applications in the field also helps drive operational performance metrics, reducing the cost of support. Real time access to data provides agents a streamlined way to understand customers’ technology footprint, service history, and maintenance contracts. This results in effective monitoring of service level agreements, product returns and issues, and limits exposure to costs incurred by under-entitled customers.

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I want to place on record my thanks and appreciation to the Simplion team. The feedback from users has been...

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