SharePoint Case. Management System. Technical White Paper. Build strong customer relationship with robust and inventively designed Ticketing Tool

Transcription

1 SharePoint Case Management System Technical White Paper Build strong customer relationship with robust and inventively designed Ticketing Tool An Innovation by :

2 Contents SharePoint Case Management System- Technical WhitePaper...1 Contents Introduction MetaOption SharePoint Case Management System SCMS as Ticketing Tool Better Customer Service Starts with SCMS Features of SCMS:-v SCMS Solution for Various Industries Conclusion Company Overview

3 Introduction SharePoint Case Management System(SCMS) is developed on Microsoft s SharePoint platform by MetaOption. It is a complete solution for all your help desk s requirements and can be customized according to your business requirements. SCMS within short span of time has earned a name as a world class ticketing product. It enables organization to increase operational productivity by almost 30% and offers customer resolution in real time analytics. So, the SharePoint case management system is a simple case management application, which aims towards offering complete support and assistance to a customer or user, regarding any request, complaint or issues raised up by them. This is one of the most precious resource/asset for any system, as it plays an important role in its smooth functioning. The main advantage of SCMS is its customization feature which helps in day-to-day operational and management works. Each and every business organization have different requirement, and SCMS can be customized according to business needs. 03

4 Better Customer Service Starts with SCMS As a happy customer means successful business, so the SharePoint developers in the MetaOption LLC thought of developing a new solution for handling customer queries and To provide resolution of customer complaints in real-time To build healthier customer relationship To increase operational productivity To find an appropriate solution of customer s complaints Taking the clue from recent technological advancement, motivated developers at MetaOption were able to create the world class on premise ticketing tool that is not only functional within the domain but also outside the domain. SCMS is built on the highly advanced and secure Microsoft SharePoint platform which ensures that all the confidential ticketing data is fully protected against any potential threat. 04

5 S no. 1 Features of SCMS Informative& Customizable Dashboard One-stop platform Easily view & track the tickets Check user performance View status & logs Open & closed tickets Assign action against priority ticket 2 Intake of New Tickets via s New channel for recording complaints Save service desk operator s time No need to manually generate a new ticket 3 Secured Access to Confidential Data Secured Authentication Modes Managed Accounts Effective Permissions Secured Store Service Secured Migration Secured file browsing Control Access Permission level 4 Track Ticket Status Quick actions on any specific ticket Display the last five added tickets 5 Advanced Filter Tool Ticket Status Priority Start Date End Date No. of Records 6 Cloud Support No Data Loss Security Advanced Back-up & Recovery Accessibilty Low Cost Back-up Invisibility Sharing & Collaborations 7 Custom Fields Ticket Customization Options 8 Administrator of the MetaOption Case Management System Add User Show User Configure Ticket No. Manage Custom Fields All Signatures Configure Signatures 05

6 SCMS Solutions are beneficial for various industries:- SCMS is a customer service platform. It s designed for companies that want to create customer relationships that are more meaningful, personal, and productive. SCMS starts by helping various companies in providing great support and then mature with self-service and proactive engagement. For example:- Retail s Inventory Control:- In retail it s important to collect sales data from the point of sale or online shopping into the database. SCMS is A distinctive blend of engineering powered with Cloud that let you do all this in real-time analytics. Since the entire ticketing database is stored on a Cloud, you can access them from any part of the world with a compatible device. Using this feature, the user can edit the submitted tickets from anywhere. SCMS Solutions are beneficial for various industries Retail s Inventory Control IT Industries Banking Industries Healthcare Industries IT Industries :- The modern IT team needs an IT service desk that is flexible, lean, and social. MetaOption SCMS provides simple ways to better support. SCMS helps to track resolution from wherever you are and restore service faster with automated assignments and notifications. Besides this, SCMS measures your users satisfaction and the performance of your IT team and create custom reports with data and insights for your organization. MetaOption s SCMS offers a new approach to IT Service management and helps in smooth functioning. Banking Industries:- SCMS is an advanced and innovative Real Time Case Management System which is exclusively designed to meet all the emerging demand of banking enterprises in handling the customer. It is expanding its wing all over the globe in resolving customer issues. This advanced and innovative features easily assist the customer to raise the ticket regarding any request or claim. Healthcare Industries:- From Large Hospitals to Independent Physicians, healthcare organizations across the world are facing challenges of varying magnitudes to provide affordable and quality health care. With the help of SCMS, healthcare organizations can easily offer solutions to their customers. 06

7 Conclusion The main objective behind designing SCMS is to incorporate the capabilities of SharePoint for creating a robust ticketing tool. SCMS integrates the Cloud features of SharePoint online document sharing to allow the company s support team to collaborate with each other and deliver better customer support services to its clients. Company Overview Headquartered in Jersey City, NJ, MetaOption LLC is a premier software development company that offers innovative solutions to all types of small, medium and big businesses across all industry verticals. Our software developers and consultants leverage the latest technology advancements to deliver the most robust, proactive and customized IT solutions to our clients to help them streamline their business processes and increase their productivity & profitability. scms@metaoption.com Website: 07