CAPABILITIES
OTOBO reduces response times in customer support, increases transparency of communication across all channels, and relieves your team of routine tasks.
Resolve complex inquiries, link related tasks, and keep track of the status of all requests at all times. Priorities, follow-ups, escalations, and automated notifications ensure that important inquiries are handled promptly and no case is forgotten.
Offer customers personalized communication through their preferred channels. Through the OTOBO Helpdesk, you can quickly and efficiently capture service requests, route them to the appropriate team for processing, and provide a swift resolution.
Provide the service team, customers, or partners with helpful information about products, issue resolutions, or answers to frequently asked questions. Through the self-service portal, your users can easily access the knowledge base, and find solutions without having to wait for the service team.
Automate processes such as ordering, approval, and provisioning of services. OTOBO Process Management standardizes workflows, shortens lead times, and reduces error rates. By integrating key systems into the processes, you can further enhance service quality.
Whether working from home, in the office, or on the go, employees prefer different communication channels depending on the situation. Provide flexible options to create service requests via email, phone, or through the self-service portal, and transparently track the progress of their processing.
The user-friendly self-service portal saves customers and partners valuable time and provides access to the service catalog, knowledge base, integrated tools, and service processes. They can select services, create requests, clarify questions on their own, initiate processes, or track the progress of their requests.
Establish Service Level Agreements (SLAs) with customers, Operational Level Agreements (OLAs) with internal teams, or Underpinning Contracts (UC) with service providers – OTOBO takes care of monitoring and automatically notifies all stakeholders in case of deviations.
Speed up request processing and provide, for example, sales, customer service, or support with real-time insights into the assets required for service delivery and their relationships to each other. These could include production facilities, products, contracts, or documents that you link together in the integrated CMDB.
Make decisions to manage the performance of customer service and help desk teams based on real-time data. OTOBO analyzes all available data at the help desk and provides you with meaningful reports without any need for programming.
SCALABLE PLATFORM
Integrate additional Customer Service Management solutions for upstream and downstream processes, such as sales, logistics, customer service, and support, making OTOBO a full-stack Service Management platform to deliver outstanding customer experiences.
Integrate third-party solutions such as CRM, ERP, or PIM into service management using the generic REST & SOAP API and web services. Trigger processes in remote systems or retrieve information from external data sources.
Product data, employee or customer data, inventory levels, warranty statuses – if the information is stored in a database, you can access it through the database layer, integrate it into process workflows, capture additional information, and make it available for further processing of requests.
The integrated CMDB serves as the central data source for service management. All teams receive up-to-date asset data across processes, including relationships between individual assets and their current status throughout the asset lifecycle.
CUSTOMER SERVICE MANAGEMENT
