Customer Service Management

Comprehensive, Practical Customer Service Management with Unparalleled Value

Provide faster service and deliver better value to your customers throughout the world with Numara FootPrints for Customer Service. With its robust workflow, ease of use and affordable cost of ownership, this award-winning, 100% web-based customer service management solution will transform your operations into a world-class customer service center.

Why Numara FootPrints for Customer Service?

• 100% web-based customer service management solution with extensive workflow automation and comprehensive, integrated processes
• Lower cost of ownership, requires less resources, and easily replaces more complex, expensive solutions
• Extremely easy-to-use, fast time to productivity and highly customizable - without programming or extensive consulting engagements
• Unparalleled flexibility and value – the uniquely flexible, multi-project architecture allows you to centrally manage and automate diverse environments for different types of customers, companies, services and also track and automate processes beyond the customer service  center, such as facilities management, compliance, human resources, and more. 

Numara FootPrints for Customer Service enables organizations to:

• Centralize and manage all incoming customer issues via multiple communication channels
• Accelerate problem resolution with highly configurable and comprehensive rules-based workflow and escalations
• Increase customer satisfaction and reduce agent workload by giving customers multiple options to submit and track their own requests 24/7 using self-service and extensive knowledge management. Create a service catalog for customers and embed a highly customizable customer portal directly into your web site.
• Improve service delivery and ensure compliance with customer service level agreements (SLAs)
• Automate customer surveys along with reports on productivity, trends and performance
• Save agents valuable time and enable them to deliver excellent service from anywhere using real-time mobile access to the “Service Desk on the Go™” via their mobile devices

Have it your way – On your site or ours

Avoid the cost and management of the IT infrastructure for your web-based customer support center with the Numara FootPrints Hosting Service. We’ll host and manage your customer service management center at our secure data center. You’ll retain total control over administration and customization and avoid the headache of maintaining the software, servers, or upgrades.

Comprehensive Customer Support Automation to Enhance Your Customers Experience and Streamline Operations

Waiting for months on end to raise customer satisfaction levels, improve productivity, slash costs and enhance your overall support is not an option. Deliver breakthrough service to customers throughout the world faster and enhance the quality of your service delivery immediately when you choose Numara FootPrints for Customer Service for your customer service automation.

Comprehensive Customer Service Automation

• Centralized, Multi-channel Request Management for total visibility for all incoming requests (phone, email, web, chat or PDAs), workflow management and overall reporting.
• Easy-to-configure, Comprehensive Workflow and business rule automation
• Robust Incoming and Outgoing Email Management, including built-in templates, auto-population of tickets from e-mails and full audit trails to provide customer support through a well known interface
• Real-time Mobility and Two-way Data Synchronization between Numara FootPrints for Customer Service and agents’smartphone devices to deliver excellent service anywhere, anytime
• Change and Approval Management  will help you get control over change and reduce costs, including complete audit trails
• Built-in Customer Surveys to make sure that you are on track with your customers expectations by getting their direct feedback.
• Extensive and Easy-to-use, Built-in Reporting Tools, including graphical metrics for productivity and performance management, call statistics and trend analysis

Improve the Customer Experience

• Self-service Online gives your customers 24/7access to the information they need when they want it - without requiring an agent. This highly versatile, customer-centric web-based solution can be embedded right into your web site.
• Integrated Knowledge Management enables agents to create, and customers to access, FAQs, proven solutions and external knowledge bases 24/7 to speed up issue resolution.
• Service Catalog Management gives you the ability to publish an actionable menu of your service offerings to your customers in a user-friendly format
• Service Level Management to ensure your customers receive the level of service expected and agreed upon. You can track performance against your customer services agreements.

Highly Flexible Web-based Architecture

• Anywhere, Anytime Access from desktop browsers and mobile devices with no client required.
• Fast-to-Implement and Easy Customization using built-in wizards to install, configure and administer - without any programming, dedicated staff, database administration or client software
• Highly Flexible, Scalable and Easy-to-configure Service Management Architecture to create separate, unique and secure environments for different groups, departments, locations and business processes on a centralized platform

Works with Your Existing Systems

• Integrated Contact Information dynamically accessed from your sales automation tool and data from other SQL® sources to create an integrated customer support automation solution.
• Powerful Telephony integration, coupled with built-in automation to simplify retrieval and presentation of customer information based on the caller’s ID.
• Robust Security with configurable security roles, support for multiple authentication methods, secure LDAP and SSL