ServiceJourney helps you keep track of all the parties reaching out to your organization, letting you create and save them in the Operational CRM. Depending on your organization, you may be interacting with customers, patients, employees, vendors, contractors or any other type.
Customer data is the foundation of ServiceJourney. It includes basic information such as a customer’s name, email address, and phone number as well as information about customer service cases, past interactions, and account data. Every customer has a Party Detail page that shows all information about them. A Party Detail usually contains:
The contact information you add and edit becomes part of your organization’s records and is shared with all employees.
Cases (Enquiries, Complaints, Requests)
A real-time view of all open and closed cases involving a customer help employees understand the whole picture. If you are a sales representative, for example, you should know if a customer is having support issues before you try to close a sale. If you are a service agent, you can better help customers if you understand their past support requests.
Emails and Interactions
Customers often use multiple channels to communicate with your organization or sometimes they talk about multiple issues in the same conversation. All communications between your organization and the customer are available to all employees.
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