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pivotal for built services
1. Pivotal® Service
Create loyal customers—and a profitable service organization—with
comprehensive tools for fast, consistent, efficient service
Pivotal Service enables companies to cost- In today’s saturated markets, the cost of acquiring a new customer has
effectively interact with each customer via their
channel of choice.
to be mitigated by ongoing re-purchases by the customer. Companies
need to empower their service organization with the applications and
• Route issues effectively with automatic
issue routing by ability or availability
tools needed to ensure customer satisfaction or risk losing more than
just market share.
• Cultivate loyal customers by delivering
fast, consistent, reliable service
Increase Customer Satisfaction
• Accelerate issue resolution with Pivotal Service automates the capture, management, and resolution of customer service and
automated workflows to streamline support requests. Pivotal Service gives customer service representatives (CSRs) the tools and
processes information they need to deliver fast, efficient, and personalized service that results in improved
• Increase first-contact resolution with a customer satisfaction and long-term profitability.
comprehensive knowledgebase
Customer satisfaction starts with the hand-off from the sales to the service organization. Using
• Ensure compliance with SLAs through a common, central database, Pivotal CRM ensures that the hand-off is seamless, delivering a
automatic escalation in line with service-level consistent customer experience from the buying cycle to the support cycle. Together with Pivotal
agreements eService and Pivotal Contact Center, Pivotal Service ensures that the right customers receive the
right level of service at the right time—every time. When integrated with Pivotal Sales and Pivotal
• Track service efficiency by measuring the
Marketing, Pivotal Service gives CSRs a true 360-degree view of each customer.
time it takes to complete service steps
To learn more about Pivotal Service and how it Build Customer Loyalty
can address your firm’s unique needs, call Up-selling and cross-selling to a loyal customer costs 5-10 times less than acquiring a new
+1 877-PIVOTAL (+1 877-748-6825). customer. Unfortunately, creating customer loyalty is often easier said than done. By automating
customer support, Pivotal Service capitalizes on a key loyalty concept—consistently delivering on
customer expectations:
• Call routing matches each customer to the most appropriate resource
• Real-time alerts highlight the most valuable customers
• Automated workflow ensures CSRs always understand what needs to happen next to resolve
every customer request in a timely, effective manner
• Escalation management technology automatically escalates incidents in danger of exceeding
a customer’s service-level agreement (SLA)
As a result, Pivotal Service enables the kind of superior customer service that leads directly to
improved customer satisfaction and retention. Over time, the high quality and consistency of
service ensured by Pivotal Service’s automated workflow gives every organization the capability to
build customer loyalty for long-term profitability.
Pivotal Service in Action
No matter where the request originates—from Pivotal eService, Contact Center, or Pivotal
ePartner—Pivotal Service lets you track and resolve each issue in a timely manner, ensuring the
right resolution for every customer, every time.
Incoming requests are automatically routed to the most appropriate resource; workflow efficiently
guides CSRs to successful first-contact resolution; escalations occur automatically as the incident
approaches the “respond by” time defined in the SLA; and everything is tracked and measured to
ensure process consistency and service-delivery improvement. Manage, coordinate, and resolve
all customer requests in a timely manner to improve customer retention.
Decrease Support Costs
Service organizations are under constant pressure to keep customer satisfaction levels high
and costs low. All customers demand fast, efficient resolution of service requests, but the key
to striking a balance between quality and cost of service is understanding the customer’s value,
expectations, and service-level agreement.
Pivotal CRM | Datasheet