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Customer Service Management (CSM) is a customer service management tool that centrally manages inquiries and requests from customers, stabilizing customer interactions that tend to become personalized into an "operational framework." The customer-facing portal feature (Customer-facing Portal / Customer Hub) provides a dedicated interface where customers can check the status of their inquiries, the results of responses, past history, and knowledge. This reduces the need for follow-up inquiries to check progress, achieving a balance between customer experience and support operational efficiency. 【Features】 ■ Visualization of inquiry and request status through a dedicated customer portal ■ Customers can refer to their own past response history ■ Promotion of self-resolution and reduction of support burden through knowledge and FAQ integration
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basic information
【Target Audience】 - Inquiries/requests/incidents from external customers - General customer support operations through support channels 【Main Functions】 - Inquiry reception and progress confirmation via the customer portal (Customer Hub) - Centralized management of inquiries/requests/incidents - Management of responses based on status, priority, and SLA - Visualization of response history and communication history by customer - Self-resolution support through integration with knowledge/FAQ - Response support utilizing AI (suggesting answer candidates, summarization, history reference support) - Coordination and escalation management with other teams (development, product, operations) 【Management and Operations】 - Visualization of response status and backlog status - Improvement support through accumulation and analysis of response data - Design of operational rules that do not rely on specific individuals 【Integration and Expansion】 - Integration with Atlassian platforms (such as Jira Service Management) - Capability to integrate with CRM and external tools - Support for automation and workflow configuration 【Delivery Format】 - Cloud-based (SaaS) - Support for public portals for external customers
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Applications/Examples of results
【Purpose】 Customer Service Management (CSM) is a customer service management tool that centrally manages 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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