Case Management

When a customer has a problem, they need it solved as quickly as possible, and today with the huge impact of social media on brand sentiments, customer satisfaction is no longer a luxury! It is now a critical part of your company. It doesn’t help that an evolving competitive market is bringing in more demanding customers with higher probability of churn.

ESKA® Case Manager provides the capabilities to discover, track and quickly resolve the telecom subscriber’s tickets; it helps the operators to address all types of claims for all type of services (GSM, PSTN, Data, FTTH, IPTV and much more). This handy system deals with huge volume of tickets generated from various channels, such as call center, web, email, social media and service centers.

ESKA® Case Manager is a comprehensive case management system to conveniently handle various types of customer enquiries, complaints and notes over multiple channels. It manages tickets through a systematic tracking process for any actions conducted in regards to an issue. Now you can ensure a timely resolution of all submitted tickets with SLA monitoring capabilities.

ESKA® Case Manager offers an abundance of tools to deal with cases, such as automating case distribution, assigning priority, allocating resources, ticket linking, SLA monitoring, knowledge management, service monitoring and notifications.

Business Benefits

  • Automated customer support case management, resulting in faster ticket resolution.
  • High service quality and quick response time.
  • Handle all types of customer cases and issues over multiple channels.
  • Reduce tickets backlog for a free stress work environment.
  • Higher quality support by routing the issues to the right expert.
  • Provide central dashboards and rich KPI reports ensuring continuous improvements for the support team’s performances.
  • Act professionally in resolving customer tickets.
  • Breeds strong brand loyalty and helps ensures revenue growth over the long term.
  • Maximize customer satisfaction.

System Features

  • Manage the life cycle of customer tickets from opening till closing.
  • Flexibly define your team’s hierarchy.
  • Easily address tickets from multiple channels and consider its prioritization.
  • Smart ticket routing to the appropriate team.
  • Manage your team members’ workload by assigning cases according to their skills, pending case queues and other criteria.
  • Provide general workflow and orchestration capabilities across the case.
  • Understand the content of any ticket and suggest related resources from knowledge base and product catalog systems.
  • Analyse and correlate tickets that have the same root cause.
  • Set a warning on appropriate cases if specified dates and milestones are not met.
  • Escalate jeopardy cases to an appropriate management level.
  • Dynamically define a set of diagnostic questions for each ticket category.
  • Manage multiple tickets in bulk.
  • Prevent duplicated tickets.
  • Ability to integrate with network management systems to identify network outage issues and send mass notifications.
  • Identify and resolve service connectivity issues through integration with the Order Management system.
  • Notify appropriate parties or applications once a case has been closed/completed.
  • Ticket archiving and retrieval as needed.
  • Produce thorough statistics and analytics.
  • Cloud-Ready deployment.
  • Easy integration with any CRM system due to its modular design according to TM-Forum standards.
  • Integrate with survey systems to send a ticket’s post-closure survey.

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