Loftus HMS - Customer Service System

"Their Customer Service System provides us with valuable and meaningful data."
-- AlburyCity

"HMS worked side by side with us to develop a integrated, efficient and practical solution to our Customer Service Request management. Their Customer Service System provides us with valuable and meaningful data and facilitates a better method of managing our extensive Customer Service operation."

Excerpt from Albury City Council Testimonial

	3 Key Benefits for your Organisation
	Overview
	Customer Service Brochures

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3 Key Benefits for your Organisation

Responding to customers needs, providing accurate information and minimising complaints are the core tasks of the Customer Service Manager.

The Customer Service System provides your organisation with three measurable benefits:

	Interface A two-way connection with your customers via the capture of requests and the provision of timely information
	Satisfaction Fulfilling the needs of internal and external customers by putting people first and going beyond their expectations
	Savings Improved financial return to your business through better understanding and analysis of customer needs

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Overview

The Customer Service System is a customer request management tool that is flexible to enable an organisation to replicate its own culture and workflow. By adopting a methodology that enables full flexibility in system configuration, CSS is well suited to both government and private industry. In fact, we use the CSS to track our own customer interactions!

Putting people first has been the phrase most associated with high levels of customer service. The Customer Service System enables your organisation to meet your customers individual needs in an efficient and timely manner by putting them first.

All contacts, whether internal or external, are captured through an intuitive interface where a series of user-definable Keywords gather metrics about the type of contact being made. Relevant documentation is readily accessible through an inbuilt Information Library and Keyword specific questions (prompts) are presented to the customer service officer ensuring accurate capture of request details. Requests are issued to a pre-defined resource for further action via e-mail, fax or paper via a customisable Work Request template. Should the resource not respond within a defined time interval, a Request will automatically escalate to another resource ensuring no issue is left unresolved.

For organisations with GIS capabilities the embedded GIS+Viewer will display customer and service locations geographically. CSS can be used as a standalone module, however it also shares information with the Work Management System and can be linked to property and finance packages if needed.

Customer Service Brochures

	CSS Overview ( 285 KB) A user friendly, flexible Customer Service System designed to enable an organisation to record and track customer requests. A flexible program that enables an organisation to reflect its own culture / business workflow by tailoring the system to suit its own unique needs and processes.
	CSS Text Message Module ( 954 KB) Think of the advantages of being able to send an instant text message to your Works Crew, Rangers, Inspectors or Surveyors that informs them of an important task that they can do without having to return to the office. Available Now.

Click here to download a demonstration system.

Call us on +61 8 8304 8804 or e-mail us at hms@loftusit.com.au to discuss your customer service needs.

"What are your assets doing tomorrow?"