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  Home > Pivotal CRM > CRM Products > Service Automation > Pivotal eService 

Pivotal eService

Take advantage of the web to empower your customers and reduce your service costs. Pivotal eService extends the sophisticated service management of Pivotal Service to a self-service web portal for your customers.

Using Pivotal eService, your customers can submit their service requests online and track their progress, as well as registering their products, providing feedback, and escalating issues to live agents. They can also perform full-text searches of your service knowledgebase to find solutions for themselves.

Full Online Service Automation

Problem Resolution Ticket Submission and Tracking Order Tracking Personalized Customer Portal Self-Service Reports

Knowledgebase with Full-Text Search Escalation to Assisted Service Contract Tracking Support for File Attachments Delegated Security Administration

Give Your Customers a Round-the-Clock Resource

Whatever your regular service hours, you can give your customers 24-by-7 service by offering a robust online portal through which they can search for solutions, submit service requests, track orders and contracts, and much more without the assistance of a live agent.

Decrease Your Service Costs

Giving your customers the ability to easily resolve service incidents themselves and to submit their own service requests reduces the number of service requests the company receives. Letting customers track their request progress online cuts down on calls or e-mails to check or report on status.

Promote Self-Service without Compromising Satisfaction Levels

The freedom and flexibility of self-service is an appealing option to customer and company alike, especially for simple or routine enquiries. But the ability to easily escalate issues to the attention of a live service agent ensures customers still get expert assistance whenever they need it.