The Need for Speed: Process Automation with PhaseWare Event Engine

  

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A NASCAR pit crew can fill a race car with gas and change every tire in fifteen seconds or less.  Ladies and gentlemen, that's how a business should be run.  Customers are like race cars racing through their busy schedules. 

They have their own jobs to do, families to be with, and when they have an issue, they call on you.  They metaphorically bring their race car which has no fuel and bald tires to you, their pit crew.  The faster you work, the faster they can race forward to do more important things, like playing baseball with the kids. 

However unlike a NASCAR pit stop where speed could mean first or last place, your customer service speed means less stress and hassle for the customer which is why there is customer service in the first place.  PhaseWare's Event Engine can give you the speed you need.

With Event Engine, you can set up automatic notifications for yourself as well as your customers.  The notes to you would keep you informed as to what new issues are popping up, how critical they are, and if they need to be passed on to a higher support level. Automatic notifications to the customers keep them informed of the progress on their incident ticket, whether it is open or closed.  The customer no longer needs to wait, twiddling their thumbs while the nagging thought of "I wonder what the problem status is" interrupts their important activities, almost like a race car driver waiting in the pit wondering if his tires are going to get changed. 

Also, when a customer first comes to you with an issue, you don't need to worry about asking a technician to copy the information in order to form a ticket.  Through Event Engine, a ticket is formed directly from the e-mail.  When received, the information in the e-mail is automatically converted into a ticket and the severity of the incident is noted.  With such automation, you have more open agents who don't have to do extra paperwork that keeps them from correcting the problem.  The faster the problem is fixed, the faster the customer can get to what they need to be doing, which is the purpose of customer service.

Therefore, when customers bring their "race car" to you, their "pit crew," be prepared.  Be flexible.  Be agile.  Feel the need for speed.  Get Event Engine.

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