ReQuest
ReQuest is a helpdesk and query management tool. ReQueST enables an organization to significantly enhance its customer's experience and thus loyalty with the organization, by substantially reducing turn-around time, while increasing accountability within the organization.
Arabic,
English,
Japanese
Supported Technologies
ASP Hosted
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Pricing
Users (# of seats), System, Module
sanjay.varma@nucleussoftware.com
91-120-458 1417
Offices at Australia, Japan, Singapore, United Kingdom, United States of America. Distributors at Kingdom of Saudi Arabia, Oman, Philippines, Thailand.
Resources
Additional Product Information
ReQueST is designed to facilitate effective communication and to address the needs of the management for information regarding customer satisfaction, acceptance of new products and the performance of the existing query handling process in the company. A query/issue received from a customer is recorded and forwarded to the targeted group. The group then takes appropriate action on the query and when the query is resolved a contact activity is scheduled with the customer. In addition to this, the system keeps a history of all contacts made with the customer. The system also gives provides valuable operational/MIS reports including a Daily Activity Report, Outstanding Requests, Group Performance, Resolution Turnaround Analysis.
ReQueST Features:
· Fully web-enabled
· Automatic e-mail notification
· Functionality to prioritize requests
· Allows different levels of access controls
· Bird's eye-view of reporting
· Different delivery channels
· Allows file attachments
· Comprehensive search engine
· Turn around time analysis
· Completely open-ended
· Allows automatic call escalation
ReQueST Advantages:
· Ease of Logging: Single Window for request history, request trails, and customer profile
· Accountability: Request/complaint logged is automatically assigned to relevant resolver with the overdue requests being automatically escalated to the Supervisor.
· Comprehensive Reports and Analysis: Provides powerful MIS reports like Performance Analysis, Turnaround Analysis, Ageing Analysis and so forth
· Interfaces: Capability to interface with different delivery channels like email and Short Message Service.
· System Intelligence: Able to define different stages and time required at different stages. Target dates calculated based on user-defined urgency factors, user-defined holidays, communities of customers and so forth.