Are your back office processes bogged down by email and low-value manual efforts? Go beyond manual workflows and into new levels of automation and visibility. Now you can optimize your team and ensure no client falls through the cracks.
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With the NewRocket Visible and Efficient Back Office solution, you will confidently enjoy more flexibility with your team staffing. The system reduces training needs and automatically enforces business rules.
Instead of having agents spend precious time gathering information, you can structure the client's request to give agents the information they need to resolve the issue quickly. They won't waste time jumping between systems since information from other key systems will integrated into their workspace.
No need to worry about maintaining compliance based tribal knowledge, ServiceNow allows you to build the rules right into the system. Automated rules can be augmented with playbooks to further ensure agents do the right thing at the right time. ServiceNow's powerful platform can be tailored to your unique needs and integrated with your other systems.
Tired of spending time creating reports with data that is already too old to be fully useful? ServiceNow puts key information at your fingertips in real-time. Detailed analytics on your team's performances allows you to identify trends and areas for improvement. Access to powerful insights help you make data-driven decisions, optimize your staffing levels, and improve operations.
Clients want their issues resolved as soon as possible. Help them and your agents by collecting better information from the beginning. With structured forms, clients can provide agents with the accurate, relevant, and standardized information that can reduce errors and speed the support process.
Help your agents reduce resolution time by giving them access to all the relevant information they need from one place. Clients will be delighted when agents know who they are and answer questions quickly. Reduce the likelihood of errors by automating the process of transferring information among systems.
Yes, ServiceNow provides robust real-time reporting capabilities and dashboards. NewRocket will set up standard reports during the project and train your staff how to produce other ad hoc reports if needed. Dashboards will provide even more visibility into trends.
NewRocket will help you use ServiceNow to automate the manual processes and performance monitoring that are holding your team back. By automating rules and integrating systems, you can reduce training and development time and ensure that team members have the support they need to perform their roles effectively.
Automated routing rules help get cases to the right queue as quickly as possible and minimize rerouting. Cases that involved multiple fulfiller groups are coordinated with tasks and pre-defined workflows that can provide alerts and escalations when SLAs may be breached.
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