Request Handling - automatically link incoming enquiries with the relevant case.
Shared knowledge base - improve customer satisfaction and time to fix by use of the searchable knowledge base.
Case Management - a holistic view from initial contact through to resolution.
Queuing - allocate priorities and track escalations.
Product Catalogue - support for complex pricing levels and discounts.
Customer Satisfaction - respond more quickly and efficiently by having a thorough knowledge of Customer information within a single repository.