Your Challenges
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Customer turnaround times
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Collaboration between agents
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Knowledge base
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Automated communication
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Real Time Reporting
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Support Metrics
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SLA Response management
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Client tracking via online portal
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Mail integration for transparency
Mobility
Our Solution
- Record, organise and track customer requests on one dashboard
- Tickets accessible to the entire team
- Track support metrics
- Improve customer experience
- Automated Workflow
- Spend less time on manual entry
- Tickets automatically created via email inbox
- Ticket routing, escalation, and task creation
- Mobile App
Exceptional Customer Support
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View your leads and deals in our intuitive pipeline view
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Drag & drop your leads between status
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See total leads & value by status
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Setup your own sales work flow
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Manage expiry times for each status, and get notified when they expire
Key Features
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Automated work flows between agents
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Show/hide information based on user levels
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Integration with all modules for current account statuses etc.
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Auto prioritisation based on agreement types
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Stock/Asset Tracking
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Checklists for knowledge transfer
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Automated ticket process from nominated email addresses
Track Key Support Metrics
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Track Agent response time
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Track ticket volume
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Spend less time on manual data entry and more time assisting customers with automation
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Tickets automatically created from emails received and can be assigned to team members
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Prioritise support requests
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Automated internal team notifications
Email Integration
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Emails sent to specific inbox’s eg: support@yourcompany.co.za will auto-create a ticket linked to your customer and contact
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View emails and attachments and respond directly in an easy user interface
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Customer responses pull through to the ticket in the email timeline
Mobile App
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Employee Tracking and routing with geofencing
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Scheduling integrated with our MiJobs module
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Stock and asset tracking with upselling
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Live reporting for increased productivity
HR Features
Easy to Use
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Record, organise and track customer requests on one dashboard
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Tickets accessible to the entire team
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Track support metrics
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Improve customer experience
Automated
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Automated Workflow
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Spend less time on manual entry
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Tickets automatically created
via email inbox -
Ticket routing, escalation, and
task creation
Reporting
- Built-in reporting tools
- Live dashboards
- Performance tracking
- Track Ticket volume & response time
Prioritise
- Prioritise support requests
- Assign owners and stages to individual tickets in a central location
- SLA response time management
Fusion Software also offers these services
Software
Development
Web
Development
App
Development
System
Integration
BI
Reporting
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