Support Management
Universe transforms your after-sales processes and technical support operations from just a "ticket" system; it takes customer loyalty to the next level with proactive solution mechanisms and advanced SLA tracking.
Next-Generation Support Management Standards
Universe transforms your after-sales processes and technical support operations from just a "ticket" system; it takes customer loyalty to the next level with proactive solution mechanisms and advanced SLA tracking.
Omni-channel Support & Ticket Management
Collect all support requests (Issues) coming via email, web form, or customer portal in a single center; don't let any request go unnoticed.
Dynamic Service Level Agreements (SLA)
Define response and resolution times based on customer or priority; ensure the system activates automatic escalation mechanisms for delayed requests.
Automated Task Assignment & Queue Management
Automatically assign incoming requests based on team members' areas of expertise or workloads; ensure a fair and fast distribution of work in support operations.
Warranty & Serial Number Integration
Link support requests directly with product serial numbers and warranty information; access the device's past service records within seconds.
Knowledge Base & Archive
Create articles for frequently encountered problems; both accelerate your team's resolution process and offer "self-help" opportunities to your customers.
Maintenance & Service Visit Planning
Plan service visits for cases requiring on-site support; record technicians' forms and consumable material usage digitally.
Maintenance Contracts & Subscription Tracking
Monitor periodic maintenance agreements you've made with your customers; ensure the system sends automatic reminders for devices whose service time has come.
Customer Satisfaction (CSAT) Measurement
Send automatic surveys after every resolved support request; continuously improve your service quality with real customer feedback.
Universe: Support Efficiency Metrics
Quantify the customer experience and prove your service quality with concrete data.
Faster First Response Time
Make your customers feel they're not being kept waiting with automatic responders and smart assignment systems.
SLA Compliance
Achieve full compliance with your committed service times thanks to critical duration tracking and automatic alerts.
Less Repeated Calls
Increase your rate of resolving problems the first time and permanently thanks to the knowledge base and root cause analysis.
Customer Loyalty
Prevent customer churn with the transparent and fast support you provide in after-sales processes.
Ready-to-Use Reports to Empower Decision-Making
Universe CBP reports your operational excellence with over 12 ready-to-use reports that analyze every point of your support operation.
Issue Analytics
Analyzes statuses of incoming requests (Open, Closed, Pending) on a department or personnel basis.
SLA Compliance & Violation Report
Audit report showing how much service times were complied with and listing delays.
Customer-Based Support Intensity
Breakdowns of customers who open the most support requests and the cost/time burden of these requests.
Product & Failure Type Distribution
Provides feedback to R&D and production units by detecting product groups that fail the most.
Personnel & Resolution Efficiency
Compares number of requests closed by personnel and customer satisfaction scores.
First Response Time (FRT) Analysis
Speed report measuring the duration between opening a request and the first response given to the customer.
Service Visit Report
Reports visit numbers of field teams, location-based distribution, and part costs.
Warranties About to Expire
Creates maintenance or new sales opportunities by listing products whose warranty will end soon.
Customer Feedback Summary
Presents customer scores and comments received after completed processes collectively.
Backlog Requests
Ensures action by listing requests pending for a long time with an "aging" logic.
FAQ Effectiveness Report
Guides the content development process by showing which articles in the knowledge base are read more.
Support Cost & Profitability
Reports the service cost by calculating time and materials spent for support operation.
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