Pivotal Service

Quick, efficient resolution of customer problems and inquiries is fundamental to ensuring ongoing customer satisfaction. Pivotal Service supports and automates the capture, management, and resolution of customer issues, accelerating response time and lowering service costs.

As an integrated part of your Pivotal CRM system, Pivotal Service gives users access to the rich customer profile information and service history they need to provide informed, personalized service that is a cut above the competition. And with each customer interaction, service agents easily and automatically add to the customer record, building a deeper and clearer picture of the customer that is invaluable in identifying cross-selling and up-selling opportunities.

Complete Service Automation

  • Service-Request and Issue Management, Queuing, and Tracking
  • Automatic Service Request Routing
  • Service-Level Agreement and Escalation Management
  • E-mail Management
  • Problem Resolution
  • Quality Management
  • Time and Activity Tracking and Management
  • Internal and External FAQ/Knowledgebase Management
  • Product Registration and Contract Management

Decrease Costs through Service Automation

Pivotal Service's automation of service-request processing, escalation, and resolution accelerates service execution, reducing costs. Pivotal Service's intuitive interface and automated workflows that prompt agents to issue resolution reduce the amount—and cost—of required training.

Resolve More Issues at the First Point of Contact

A searchable knowledgebase of issue-related notes and solutions ensures response consistency and eliminates duplication of effort, while maximizing the number of issues resolved on first contact.

Make Service a Profit Center

Turn service activities into revenue-generating opportunities by making it easy for service reps to enter leads, capture orders, and manage literature fulfillment requests.

Increase Customer Satisfaction with Superior Service

Pivotal Service enables you to offer customers more choice in how they request service, without compromising service speed or coordination. Rich profile information from Pivotal CRM makes it easy to offer superior, personalized service, and automatic alerts for high-value customers and issues that might compromise service level agreements ensure appropriate response.