Manages a company's customer support function. The company can record issues that customers raise, assign these issues to a member of staff, and record any follow ups. This function can remind appropriate staff members of outstanding customer support issues. It can also generate reports about issues that are consistently being raised, or customers who raise issues more than other customers. Issues can be prioritised so that more important items are addressed first.

What are the benefits?

• Customer support issues are addressed in an orderly manner. Reduces chance of having customer support issues that never get resolved, a frustration that many customers have
• Staff reminders about outstanding issues help deliver a higher level of customer service
• Ability to analyse most prevalent support issues helps the company adjust their product or business process to eliminate the issues.

Who would benefit from this?

• Companies who provide a helpdesk to their customers (in a large company this may be internal staff)