HT-NewsCOOP Systems Enhances 7X24 Support
COOP Systems Integrates Global Telephone Response, Portal Case Ticketing and Knowledge Management to Better Support Global Clients
/Software News Articles/ - HERNDON, VA, June 28, 2008 - COOP Systems, provider of the most advanced Business Continuity Management (BCM) software in the world, has completed an integrated set of enhanced support capabilities to better service its global customer base.
"Supporting our large number of diverse and distributed customers in all geographies is as important as our initial implementation," said Chris Alvord, CEO of COOP Systems. "We are dedicated to providing the best service in the industry everywhere that we do business. These enhanced capabilities are an important part of that commitment. Included are the following tools and procedures:
- 7X24 telephone response - - connecting to business continuity experts globally from one toll-free number, leveraging our international support offices and automated call routing.
- Self-service case ticketing - - users can submit a detailed ticket directly from their myCOOP application, with receipt acknowledged.
- FAQs - - enabling users to find answers to common issues, categorized so customers can browse solutions by category.
- Centralized tracking - - handling of tickets faster by integrating case information with existing knowledge bases.
- Streamlining - - automatic ticket escalation and workflow tasks supporting support processes.
- Notification - - of updates or additions to comments on tickets."
"We support clients all over the world, a challenging process. We always want to be available by phone to clients, thus our global office support network. However, there are other ways to quickly resolve issues. Direct access to a self-service portal with a knowledge base can provide instant answers. Posting of a ticket with a web link can accelerate resolution of an issue. Overall, our set of new capabilities provides more rigorous control and quicker response to our clients."