Support of a Sharepoint Service Solution

Support, Enhancement, and Customization of a Solution for an Automated Customer Service Solution

CUSTOMER PROFILE

The client is a German company that acts as an advisor for advanced technology projects that implements and supports projects, while introducing and implementing new technologies. They provide flexible services to optimize communication and collaborative business processes.

Challenge

In the process of creating their software package product, the client required a team of specialists to aid in certain areas. They needed English-speaking developers to take over the support, expansion, and customization of their product for customer service support.

SOLUTION

SaM Solutions’ specialists provided various services on the client’s software package product, which acted as an interface between technical services and clients, with features for taking all types of inquiries, and support for processing and administration. Their product was a one-stop solution for automating and simplifying the process of customer service and support, in an integrated environment.

Main business features of the client’s packaged solution included:

• Data collection and reports
• Live dashboard
• Various search functions
• Reminders
• Creation and query processing
• ERP communication and import
• Tracking of client queries, and more

SaM’s team was involved in expanding functionality of the solution, and was also customizing various aspects of it as well. They improved the quality of the software, in addition to providing system integration services as well. SaM’s specialists were involved in enhancing performance of the software, enhancing usability and security requirements as well.

The software solution enhanced customer service by providing:

• Traceable communication with customers
• Microsoft Office integration for ease of use
• Instant Messaging, E-mail, and phone integration
• Efficient distribution of customer inquiries according to subject
• Fast and easy access to information

Technologies

SUCCESS

This strategic partnership allowed SaM’s specialists easily blend into the client’s team of developers, which allowed the client to focus its resources on other important areas on this project. Our English-speaking developers on this project ensure quick and efficient communication, and quick response to changing requirements, customization needs, and more.