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Business Challenge
Resolving customer problems stemming from product issues or defects can be a significant challenge. The handoffs required to evaluate and resolve a defect can create opportunities for dropped communications with customers, negatively impacting customer service. Further, determining the appropriate resources needed to address product issues—and then keeping those resources focused on issues that impact customer satisfaction—requires constant evaluation of the ongoing flow of customer inquiries.
Business Need
- Improve customer satisfaction and retention by managing and resolving product defects
- Reduce Support costs by maximizing the impact limited backend resources have on addressing issues
- Consolidate customer feedback into usable input to product development processes
Our Solution
Remedy Quality Management provides a structured mechanism to bring your back-end operational or engineering organizations closer to your customers. This best-of-breed application enables you to prioritize customer issues, assign and route them to appropriate resources, dynamically update priorities based on ongoing customer inquiries, and automatically update the customer on progress and outcomes. As a result, you can raise customer satisfaction by ensuring that their requests pertaining to product defects are more efficiently resolved and that future product iterations reflect their input.
Key Features & Benefits
- Ensures that customer issues are not lost as they pass to various departments for resolution
- Differentiates issues from defects through integrated problem management functionality to optimize defect resolution management.
- Allows continuous tracking and (re)prioritization of product defects as the number of customer inquiries fluctuates.
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Brochure
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BMC Educational Services
(pdf)
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Datasheet
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BMC Remedy Quality Management
(pdf)
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