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Customer Service Case Management Tool

Overview

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The Case Management Tool Allows for Online Order Support!
Internet commerce is moving to new levels with the number of sophis ticated online

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buyers and sellers increasing daily. The tools and technologies that ushered in e-commerce are undergoing significant changes and enhancements to meet the new demands of online transactions and match the emerging technological trends.



Cisco Systems has been a pioneer in Internet commerce. The company's commitment to its online customers extends beyond just enabling transactions. By empowering users with innovative solutions and an integrated experience, Cisco helps its e-commerce customers achieve faster time to market, and increased profitability.



The Customer Service Case Management Tool is an important element of the Internet Commerce environment. By enabling our customers to create, update, and manage support cases online, Cisco enables a heightened degree of customer self-sufficiency that positively impacts productivity and satisfaction. The tool's intelligent base allows for correct routing of support cases based on topic and customer profile, including language and time zone preferences.
Workflow



Case Opening

  • Customer logs on to Customer Service Case Management Tool
  • Fields auto-populate in accordance to customer profile
  • Customer enters required fields : case title, details, and case type
  • Customer adds optional information (order reference number, CC: additional email addresses on case correspondence)
  • Case is created and customer receives email notification

Case Management

  • Customer enters case number
  • Information on the case is displayed (Cisco will display its updates here)
  • Customer can add more details if desired

Case Search

  • Customer can search cases by query type (Cisco Case Number, Sales Order Number, MarketPlace Number, Purchase Order Number), date submitted range, or Open, Closed or All Cases
  • Once information is entered, case details will be displayed

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