MyCommands.com

Introduction

The Customer Portal is an extra addition to the online office/CRM, and enables self-service to your customers to submit the trouble tickets for managing better customer relationship with your customers.

Typical workflow

* Customer names are registered into the online office/CRM (Account/Contacts based on the product purchased can be one of the criteria)
* Login information is provided to the customers to submit trouble tickets from Web site,
* After logging in, customers first view the Knowledge base. If the solution for the problem is not available, they will submit trouble ticket through Ticket Submission Web form.
* The trouble ticket is fetched into the online office/CRM server and displayed under the HelpDesk module.
* Customer Support Person or Administrator of a particular group can pickup the the trouble tickets submitted by customers.
* Once the ticket is assigned to a person, an automated E-mail will be sent to the customer about status of the ticket.
* Customer Support Person resolves the trouble ticket.
* The solution is displayed under customer's Customer Portal Home page. After reviewing the solution, customer can send further details if the problem is not solved and the process continues until the trouble ticket is closed.