The MASterMind™ Business application uses incidents and actions for tracking your customer service inquires and other non-monitored activities. Incidents are typically used to log activity related to inbound or outbound telephone calls or other automated customer touchpoints. Actions are used for customer service follow-up activities.
Logging an incident includes identifying the customer and the person calling. Issues within an incident identify the reasons for the call. Multiple issues can be included and resolved within a single incident. Each issue can be defined so when selected, they automatically open the appropriate MASterMind application window most likely to aid in resolving the issue. Examples include displaying A/R History for a billing issue, opening the Job Summary window for a service-related issue, or launching the Customer Site window to update contact information. Codes are assigned to complete each issue, and the incident close time is noted.
Actions represent follow-up tasks that may involve automatically generating reminder letters or track activities that require an agent’s follow-up. Examples of actions include mailing alarm history, sending yard signs, or researching a billing dispute. Actions can be created manually such as follow-ups to an incident or automatically such as in the collection process. Actions can also be billable. For example, actions can be automatically created to bill an NSF charge when an ACH payment is declined.
Each action task defaults a pre-determined due date and is assigned to a specific user or work group. A powerful action queue manager dashboard can be used to review productivity and assign or reassign actions as needed.
The incident and action features standardize customer service calls and give front-line representatives access to one source of customer data. Additionally, all customer related activity can be easily viewed in one window where incidents, actions, alarm events, jobs, and data change history are displayed in chronological order. In one call, you can select A/R history to verify a payment has been received, drill into job history to verify a service employee is in transit, access event history to provide details of a recent alarm event, update a contact PIN code, check the action queue to close any follow-up activity and review the contract for sales opportunities. These customer service features help you efficiently manage the workflow of inbound calls and follow-up activity no matter what the issue may be.
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