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Product Release News: 1st Quarter 2004 - Charter Continuum v1.6
Charter UK announces enterprise upgrade to the Charter Continuum™ Customer Service Suite
With the introduction of the upgraded version, Charter Continuum™ improves productivity by adapting to the way larger companies operate, as the new upgrade better integrates with desktop or back-office applications and delivers workgroup-centric reference data and workflow choices.
The latest release of Charter Continuum™ provides improved enterprise and workgroup support to larger companies. With increasing insight into post-sale customer interactions and access to comprehensive case management capabilities, users will be able to measure customer satisfaction and identify opportunities for service improvements and additional revenue.
“This announcement demonstrates our ongoing commitment to support our customers and deliver a product that is increasingly adaptable to customer needs” according to Paul Clark, CEO of Charter UK. “More importantly, the release of this important product upgrade helps companies focus on their best prospects - their current customers. The ability to satisfy and retain current customers translates directly into increased opportunities to up-sell and cross-sell”
What you see is what you need!For the first time, Customer Service Agents are offered Contextual Workflow delivering contact classification and fulfilment options strictly in context with the case content.
The latest Charter Continuum™ release also provides the following key support capabilities:
Comprehensive Case Management, enabling users to:
- Create, assign, and manage customer requests & opinion
- Gain visibility into all customer activity, from initial contact through the relationship lifecycle
- Automatically route cases and notify the appropriate people
Flexible Workflow and Access Control, including the ability to:
- Use flexible workflow rules to match unique business processes
- Define who can see and update customer issues
- Correspondence Management, allowing users to track all forms of customer communications
Customer Satisfaction Tools that:
- Allow customers self-service access to up-to-the-minute case status
- Capture customer issues directly from a Web site
- Maintain service level information for appropriate resolution & timely closure
Resolution Management, Reporting, and Analytics that:
- Allow searches for information to quickly resolve customer issues and requests
- Use comprehensive reporting tools to identify common customer issues, measure support processes, and determine customer needs & trends
