Inquiry and Request Centralized Management Function
Atlassian Customer Service Management
Handle customer interactions without hesitation or omissions.
The inquiry and request centralized management function of Customer Service Management (CSM) is designed to manage inquiries, requests, and issues received from customers in one place, allowing for the visualization of response status and progress. By integrating multiple reception channels such as email and forms, it prevents oversight and duplicate responses, ensuring stable customer support. Additionally, consolidating multiple reception channels helps to avoid oversight and duplicate responses, achieving stable customer support operations. 【Features】 ■ Centralized management of inquiries, requests, and issues ■ Visualization of response status and pending cases ■ Stabilization of response quality through unified contact points
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basic information
【Target Audience】 - Inquiries/requests from external customers - Progress checks and history reference by customers themselves 【Main Features】 - Inquiry reception via a customer portal - Visualization of inquiry status and response results - Reference to past inquiries and response history - Integration with knowledge/FAQ 【Management and Operation】 - Reduction of progress check inquiries from customers - Alleviation of support load through self-resolution promotion 【Integration and Expansion】 - Integration with other CSM functions - Integration with knowledge management functions 【Provision Format】 - Cloud-based (SaaS) - Support for public portal for external customers
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Applications/Examples of results
【Purpose】 Customer Service Management (CSM) is a customer service management tool that centralizes the management of inquiries, requests, and incident responses from customers, establishing a stable operational framework for customer interactions that tend to become personalized. By utilizing response history, customer context, and AI support, it ensures consistent quality regardless of who is handling the interaction, leading to continuous improvement in customer service. Our achievements: i-PRO, Kyocera Communication Systems, etc. (titles omitted) i-PRO case study (https://www.innoov.io/customers/ipro-corporate-software) Other Atlassian product achievements: Dai Nippon Printing, LIXIL, Mercari, Mercedes-Benz, Slack, Yale School of Management, etc. (titles omitted) *From Atlassian site
Company information
We are INNOOV Inc., specializing in process improvement utilizing SaaS. We support everyone in easily grasping information and progressing work swiftly by using convenient tools, including Atlassian products. We not only provide tools but also design systems that consider what information should be received by whom and where, and how everyone should share it, enabling efficient operations for all. This leads to smoother customer interactions and new product development processes, saving time. Atlassian products implement AI ROVO across SaaS products in their document management tools, making information organization convenient. In particular, we focus on delivering customer feedback directly to the quality and development departments, enhancing customer service and product quality. This allows us to quickly resolve customer issues and continue providing better products. If you feel that organizing information is not going well and work is progressing slowly, please let us take care of it. We will support everyone in working smoothly together. Feel free to contact us with any requests.
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