CCAS
Customer Care system for retail and service organisations. The system was developed to deliver outstanding levels of customer care administration, integrating flexibly with clients' working procedures.
English
Supported Technologies
OS/2 Warp,
Windows 95/98/ME,
Windows XP/2000/NT ,
HP/UX,
SCO UNIX/PC UNIX
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Pricing
Users (# of seats)
16,000
ibs@imperial.co.uk
0117 925 1700
Additional Product Information
The system is built around a simple three tier record structure - CUSTOMERS,INCIDENTS and ACTIONS.;Customer Detail;The system provides facilities to record primary customer data - name, address, post code, phone no. etc. It also includes fast path access to customer details by customer name and post code.;Incident Details;This records the nature of the customer care incident, the product codes or stores involved, the staff responsible for handling it, and the status of the incident. Multiple incidents for the same customer can be recorded in the system without the need to re-enter the base customer details.;Action Details;This is a date stamped history of actions required to handle the incident, including staff and department actioned and the nature of the action required - letter, phone call, refund etc. An incident is only deemed to be closed when there are no;outstanding actions associated with it.;Each level of record - Customers, Incidents and Actions - has a full free format notepad facility for input of vital aide memoir text.;The system also allow notes to be recorded against any product code which is involved in an incident so that customer care staff can have direct reference to problem products without having to search a full product list for the relevant information.;Management Information and Control;Inbuilt menu construction facilities give control over how the system facilities are allocated to staff members. ;Permanent or standing data maintenance facilities give the user total control over how the system is tailored to his operation e.g. - incident types, action codes, action statuses etc.;Reminder lists by individual staff member provide " what must I do today?" information.;A general purpose statistical selection and reporting module allows users to;design and construct their own analyses and reports.