Learn how customer support software providers are applying the benefits of workflow automation to their applications to improve service, enhance productivity, and simplify the process for both employees and customers.

1. 5 Tips for Improving Your Customer Support
Operations with Workflow Automation

2. With Workflow Automation,
the person or department best
suited to handle each task receives
prompt and reliable notification.

3. No lost notes, nothing lost in translation
from one individual to
the next, and no customers
left hanging.

5. Check out these 5 Tips for:
Improving Customer Support
with Workflow Automation

6. 1. Automate Email-to-Ticket Conversions

7. 1. Automate Email-to-Ticket Conversion
PROBLEM:
Customers email businesses with
support issues and requests.
Requests may have to be
copied and pasted into
your customer support
software system for
assignment and resolution.

8. 1. Automate Email-to-Ticket Conversion
PROBLEM:
Customers are left waiting for a
response to their request while
manual processes are being
performed, causing delays in
servicing the customer.

9. 1. Automate Email-to-Ticket Conversion
RESOLUTION:
Workflow Automation:
• Receives the email from
your customer
• Automatically creates a
support ticket
• Assigns it to the
appropriate team to
respond, and
• Confirms receipt by
emailing your customer

10. 1. Automate Email-to-Ticket Conversion
RESOLUTION:
Workflow provides improved customer satisfaction,
reduces manual processes, and speeds resolution
of service and support requests!

11. 2. Automate Support Requests
and Ticket Routing

12. 2. Automate Support Requests and
Ticket Routing
PROBLEM:
Manual review of tickets to determine the
best resource for response and resolution
causes delays.

13. 2. Automate Support Requests and
Ticket Routing
RESOLUTION:
Workflow can determine the right assignment
for the ticket.
• Efficiency is improved.
• Customer service is enhanced.
• Costs are reduced.

14. 3. Automate Service Level Tracking

15. 3. Automate Service Level Tracking
PROBLEM:
Multiple sources of requests, i.e. phone, email,
and notes increase the chance of losing a request.

16. 3. Automate Service Level Tracking
PROBLEM:
Lost or misplaced information can generate
delays in responding to requests and
may violate service
level agreements.

17. 3. Automate Service Level Tracking
RESOLUTION:
Workflow escalations automatically identify
tickets that are about to exceed specific service
levels.
Powerful reporting tools
allow management to
track and measure
success in meeting these
timelines.

18. 4. Automate Communication

19. 4. Automate Communication
PROBLEM:
Customers have no status visibility to their
requests and in frustration place calls for
updates.

20. 4. Automate Communication
RESOLUTION:
Customer support software
with workflow automation
generates status messages to
your customers along the way,
establishing confidence in
timely resolution.

21. 5. Automate New Customer
Implementation Process

22. 5. Automate Tracking of Your New
Customer Implementation Process
PROBLEM:
Setting up information for new
customers typically involves multiple
employees or departments. Passing
information back and
forth can lead to lost
information and delay.

23. 5. Automate Tracking of Your New
Customer Implementation Process
RESOLUTION:
By automating the process tasks, manual efforts
are eliminated, and the implementation is
accelerated through the departments involved.

24. Since 1999, it has been our passion to help
businesses simplify their work and improve
efficiency. Our suite of technical and customer
support software helps our clients resolve issues
more quickly, improve their internal process,
communicate with their customers, all while
reducing errors and costs.

25. ShareNet, our 2nd generation software
platform, has taken request tracking to the
next level allowing our customers to track
virtually anything, from anywhere. The system
can be utilized by multiple departments such
as IT, service management, or customer
support teams.

26. Contact Novo Solutions for more details on how
we can provide flexible, leading-edge customer
support and knowledge management solutions
for your business.
Learn More
sales@novosolutions.com www.novosolutions.com