Data management for Customer Service Management
Summarize
Summary of Data management for Customer Service Management
The Customer Service Management application helps you organize and manage data for both internal users and external customers. It provides a comprehensive view of customer data including accounts, contacts, products, services, assets, contracts, and entitlements. This enables your managers and agents to deliver consistent, high-quality service that enhances customer satisfaction.
Show less
Business Models and Data Types
- Customer Service Business Models: Various models support different products, services, and support needs, helping you address customer queries and issues effectively.
- Customer Data: Includes external customer information such as names, addresses, and contact details. B2B models focus on accounts and contacts, while B2C models manage consumer and household details.
- Product Data: Encompasses information about products, models, assets, and installed items, allowing agents to quickly reference relevant product details when managing cases.
- Contributor Users: Enables both internal and external users to assist in resolving customer issues and requests.
- Internal User Data: Contains information about internal staff such as managers and agents, who can be assigned specific customer service roles.
- Business Stakeholders: Users involved in customer service processes who can create, view, and approve cases and requests.
Service Model Foundation
This is a set of pre-designed business and technical data frameworks tailored to industry-specific needs. It provides core frameworks, security, and guidance for customer service processes, enhancing experiences for customers, agents, and middle office workers.
Customer Access Management
This feature supports multiple related parties—including contacts, consumers, and internal users—by providing varying levels of access to cases, products, and install bases. It facilitates collaboration and tracking of relationships, enabling related parties to view products and monitor associated cases.
Install Base Management
Install base management lets you track products and services installed at different customer locations across industries. This capability helps you understand product usage, manage repairs, and support upselling and cross-selling by knowing customer holdings. For example, in banking, an ATM at a grocery store can be tracked for maintenance needs.
- Track customer purchases and installations
- Enable targeted upsell and cross-sell opportunities
- Assist field technicians with product usage insights
- Improve repair times and customer experience
- Maintain accurate records for quicker item replacement
Organize and manage the data for both your internal users and external customers by using the Customer Service Management application. You can provide your managers and agents with a view of the customer data, including the account and contact or consumer information, products and services, assets, contracts, and entitlements.
Customer service business model
Different business models are available to support your goals and business needs in the Customer Service Management application. The business models vary depending on the products, services, and support that you provide to your customers. With the right model for your business, you can answer queries, solve issues, and provide consistent and high-quality service that focuses on increasing your customer satisfaction.
To learn more about the customer service business model, see Customer service business models.
Customer data
Customer data includes information about the customers who are external to your organization, such as names and addresses, telephone numbers, and email addresses. In the business-to-business (B2B) business model, customer data includes details about accounts and contacts. In the business-to-consumer (B2C) business model, it includes details about consumers and households. Maintaining accurate customer data enables your agents to communicate with customers quickly and easily.
To learn more about the customer data, see Customer data.
Product data
Product data includes information about the products and services that an organization provides to its customers. This data can include information about products and product models, assets, sold products, install base items, and installed products. When assisting customers, your agents can quickly select the correct product data, add the details to case records, and view information related to the product data such as knowledge articles and resolved cases.
To learn more about the product data, see Product data.
Contributor users
Contributor users enable you to engage both internal and external users to assist in resolving customer issues and requests.
To learn more about the contributor users, see Contributor users.
Service Model Foundation
Service Model Foundation refers to a set of pre-designed business and technical data frameworks that meet the business needs of a particular industry. Service Model Foundation provides the core framework, security, and guidance to the model entities in the customer service value chain across the industry verticals. By using these models, you can provide positive experiences for your customers, agents, and middle office workers as they execute the customer service processes.
To learn more about the Service Model Foundation, see Service Model Foundation overview.
Internal user data
Internal user data includes the information about the people within your organization, such as managers, agents, and other employees. Internal users can belong to different user groups and can be assigned roles as customer and consumer service agents and managers.
To learn more about the internal user data, see Internal user data.
Business stakeholders for Customer Service Management
Business stakeholders are users who are directly involved in your customer service processes. They can create, view, and approve cases and requests across your organization.
To learn more about the business stakeholders, see Business Stakeholder for Customer Service Management.
Customer Access Management
Customer access management supports multiple related parties (contacts, consumers, and internal users) in handling cases, sold products, and install bases by providing them with varying levels of access. Additionally, it facilitates tracking and collaboration on specific cases and products for related parties, allowing for the naming of relationships. Related parties associated with a product can not only view the product but also track all of its cases.
To learn more about customer access management, see Configuring customer access management and Using customer access management.
Install Base Management
Use install base management to capture a customer’s use or purchase of a product across any industry with the Customer Service Management application. You can track the products and services that are installed at the different customer locations. For example, you could learn how many products are at a location, who has the product, and how it’s being used.
Install base supports all the industry verticals across tangible and intangible goods, providing expansion opportunities into post-sales support for any industry vertical. For example, in the banking industry, the install base could be an automated teller machine (ATM). Let's say that an ATM inside a grocery store isn’t working. That means, a repair request would have to be created to fix it.
- Tracking the products and services that have been purchased by a customer.
- Upselling and cross-selling other products from your product catalog. By knowing which products the customer already has installed makes it easier to upsell and cross-sell other products.
- Knowing how the product is being used makes it easier for the field technician to service the product.
- Fixing issues more quickly leads to a great customer experience.
- Keeping a record of the installed base items enables you to maintain and replace the items more quickly.