As a customers communication entry point customer service department shares the ultimate responsibility for the quality of service and customer satisfaction. Being on the front communication line with customers, processing quotes, orders and managing complains customer service staff rather often works in a multi-tasking environment and not rarely under the time pressure. Xagent provides opportunities for a considerable communication improvement, automation of routine processes increasing customer service productivity with minimum of implementation costs and efforts.

Implementation of Xagent in your customer service department may bring concrete financial results which include but are not limited to the following:

• reduction of potential losses caused by lost customer by contributing to a customer satisfaction improvement
• Reduce customer loss by improving Customer Service reaction times, and increasing customer satisfaction
• Reduce costs by increasing Customer Service Department efficiency
• Reduce the risk of financial loss caused by human error
• reduction of customer service department costs through the efficient service processes management

Proactive Monitoring and Alerting

• Customer account blocked / changed / created
• Essential customer master records changes
• Goods availability and stock control: ATP checks, material stock amounts, material / service consumption planning
• Blocked / obsolete materials notification
• Rush and special orders notification
• Customer contract is due to renewal
• Price control: customer conditions change / is due to change, critical material price changes, price set to expire, purchased amount is eligible for a price discount
• Customer credit control: open items, bills due to pay, credit limit about to exceed
• Complaints: registered complaint current status, stuck complaints

Positive Communication

• Customer sales order processing status: in process, complete, shipped.
• Sending order processing documents: order confirmation, bills
• Customers notification triggered by a certain event: customers turnover, eligibility for a price discount
• Orders with special materials status: material ordered, available amount, in shipment,  available on stock,

Integration

• Advanced shipment notice (ASN) integration via XML (or any supported format)
• Internal sales- and customers-related data collection from company systems: ERP, CRM, Financial and accounting systems

Mobile and Workflow

• Sales workflow procedure: SO creation, confirmation, status, backorders processing stages, sales orders issue processing, escalation procedure