Provides visibility, consistency and flexibility in customer query management
Chessington, 4 October 2011 – Sunrise Software today announced the release and availability of Sostenuto CSM, a customer service management solution which has been designed specifically to enable service teams to manage customer queries proactively and consistently. Sostenuto CSM was developed to liberate organisations from time consuming queries, cases, complaints, service requests and claims management in a cost effective manner – either as a ‘Software as a Service/Cloud’ solution or as an ‘on-premise’ solution.
Easy to integrate into an organisation’s existing systems, Sostenuto CSM provides one common platform which everyone, including third parties, can easily access and update, resulting in a uniform team approach and vastly improving organisational efficiency. Not only benefitting companies internally, Sostenuto SCM aids in delivering higher standards of customer service to their customers, thus providing competitive advantage.
Geoff Rees, sales director for Sunrise Software commented: “Many customer service departments and those involved in query resolution, have to make compromises when it comes to the software they use as the systems they are offered are usually designed for IT help desk environments. Such software is ideal for the ‘internally focused’ IT environment, but doesn’t have the capacity to fulfil the requirements for organisational query management.
“Rees continued: “Sostenuto CSM is specifically designed for customer service departments and others who deal with high volumes of queries, or high value queries, on a regular basis. However, we understand that no two customer service departments are the same; it’s likely that agents will use unique terminology and the way a query is handled will also be very specific to each individual organisation. With this in mind, within Sostenuto CSM it is incredibly simple to modify workflows, screen layout and terminology to fit individual needs and evolving businesses.”
Among its many features, Sostenuto CSM provides a single view of the customer‘s touch points with the business so that departmental stakeholders from across the organisation can collaborate as a ‘‘virtual’ customer service team. This facilitates complete ownership of queries throughout their life cycle so nothing falls through the cracks and automated customer notifications keep customers in the loop and reassured that the query is under control. Setting it aside from other solutions, Sostenuto CSM comes with comprehensive reporting abilities, graphical dashboards that help users to see at a glance what is happening on the customer service floor, and a management report wizard that creates powerful, intuitive reports.
