A question of customer queries

A solution on the horizon?

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

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.

Sunrise Software however is aiming to fill this void. The IT service management outfit has just announced Sostenuto CSM, a customer service management solution which has been designed specifically to enable service teams to manage customer queries proactively and consistently. It says that 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.

Geoff Rees, Sales Director said: “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.”

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.