To any government agency, the ability to maintain open and transparent communication with your constituents is critical in today’s culture. Since both efficiency and timeliness are critical, departments are expected to run like businesses and treat their residents like customers.

The Solution: Customer Service Management

Column’s Customer Service Management (CSM) for the Public Sector module is a key component of a successful support strategy. It improves customer satisfaction by helping your organization:

• Document customer interactions
• Automatically present proactive solutions
• Assure timely responses
• Measure your effectiveness

Customer Service Management Features

Self-Service Customer Interface

A simple web-based interface allows your customers to submit, track, and update service requests and view information from your support agents. It also offers self-help features such as a knowledge base and a Frequently Asked Questions (FAQ) area.

Customer Focused Support Interface

Highly intuitive screens allow support agents to quickly locate and review support requests and customer information.

Service Level Management

An automated service level management engine helps ensure your organization is meeting your service level agreements by proactively escalating issues to persons or groups and capturing key service level agreement metrics.

Adaptable Process Model

Column Customer Service Management allows you to quickly configure the process lifecycle by issue type to account for all service requests your organization supports.

Embedded Dashboards

Monitor multiple key performance indicators on a single screen. Provide visually engaging, variable data views without having to page through multiple reports.

Operational Reporting

Real-time, web-based, on-demand, context driven reports directly from the CSM forms.

Key Features

• Completely browser-based user and support agent interfaces
• Built on BMC Remedy AR System — proven enterprise platform
• Inherent knowledgebase and FAQ functionality
• Adaptable, data-driven workflows and processes
• Integrated outbound and inbound e-mail capabilities
• Robust data, column, and row-level permissions

Benefits

Increased Customer Satisfaction

Provide self-service tools to your customers and support agents.

Reduced Support Request Volume

Allow customers to monitor their service requests and search a knowledgebase to find answers to their problems.

Improved Response Times and Efficiency

Automate key workflows and quick access to customer environment details and possible remediation scripts and solutions.

Service Level Compliance

Measure service level compliance, automatically escalate requests before they breach a service level, and document a breach if it occurs.

Improved Metrics

View management dashboards within the application and run operational and executive level reports directly from application forms.

Software-as-a-Service (SaaS) Solutions

Column Technologies' software-as-a-service (SaaS) option allows customers the benefits of an integrated customer service management solution.

SaaS delivery limits installation, maintenance, and staffing costs while eliminating the hassle of upgrades, backups, and management challenges. SaaS-enabled solutions reside on Column Technologies’ servers, and users access them through secure internet connections.

To learn how Column Customer Service Management can improve performance while reducing costs and risk, you can contact a Column office, have Column contact you, or chat with a Column representative.