CCAAS GROUP

Customer Care as a Service (CCaaS) The CCaaS concept is founded on the same basic premise as SaaS. Our methodology allows for faster deployment time, reduced time to market, reduced infrastructure acquisition, and maintenance costs, guaranteed reliability & scalability, just to name a few of the benefits. We can develop and deploy and end-to-end customer care organization for your startup within 30 to 90 days. We can provide an exact timeline once we have had the opportunity to analyze... your detailed business requirements (e.g. SLA, support channels, foreign language requirements, ramp plans, etc). The CCaaS methodology is comprised of the following: People: • Operations Management • Business Intelligence and Social Media Management • Process, Quality & Training Management • Tier 1 & Tier 2 agents Process: • ITIL Incident Management process flow • Problem Management process flow (Six Sigma DMAIC) • SLA / OLA • Severity level guidelines • Escalations procedures (internal / external) • Major Incident Handling procedures • Training • Quality of Service guidelines Technology: 1. CRM ticketing system (SaaS) a. Configure incident and problem mgmt workflows b. Robust analytics engine for T1 & T2 dashboarding c. Knowledge base seeded from alpha & beta testing results (Agile) 2. Telephony system (SaaS) a. Configure call routing & IVR b. Integrated Chat c. Call recording 3. Customer Care Self Service Portal 4. Social Media a. Proactive social media monitoring Summary: Startup executives can eliminate the risk of a bad customer experience at launch, control the costs, and expedite the time-to-market by utilizing the CCaaS methodology. For more information please contact Harvey at [email protected]More