cloudSTMS for agile management of Customer Support.
cloudSTMS helps you manage all day to day operations in a user friendly, yet professional way. cloudSTMS is divided into three main parts: Customer Account, Support Team, and Management.
Customer Account: Every Customer has his own account where he/she can add/edit/close or check the Status and Responses of his/her Tickets. East Ticket must be assigned a Severity and a Department to be forwarded to the appropriate support members.
Support Team: Support Team members are assigned tasks based on Department, Severity, Time opened, Time of last action. Support Team members receive Alerts for unhandled tickets that was left more than a period defined by management. Also tickets are escalated automatically when they reach their max response time.
Management: Managers can edit Ticket Alert Time, Max Response Time, and can check the status of each Department, Employee, and Single Ticket.
cloudSTMS comes with customizable reports that make every little information in your "business live information" one click away, such as:
Tickets Report, Department Report, Employee Report, Average Response Time, Customer Satisfaction Report, and more.
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