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Precise Change Request Tracking

 

Keep a Close Eye on Defective Products.

If a situation arises where there’s a change request of any kind, you have to be prepared. With our change request tracking and escalation functionality, there’s no reason to panic. OnContact CRM software by WorkWise gives customer service agents the ability to manage product enhancements and alterations through change requests as well as route change requests with assignment queues.

Equip your customer service team with the resources they need to handle any and all service-related change requests.

Route All Requests

Route cases and change requests with assignment queues.

Record Change Requests

Categorize change requests by priority, status, part, version and more.

Assign Reps for Resolution

Decide who handles change request resolutions by assigning a rep in OnContact.

Robust Defect Tracking and Escalation

Take Control of Product Quality

Overall quality should always be in your control. If an issue arises where there’s a faulty model, our change request tracking capabilities, in conjunction with change request management, delivers a highly organized resolution approach. With OnContact, your customer service reps will be equipped with a robust change request tracking and escalation tool, so you can have peace of mind knowing requests are being resolved and detailed records are being kept.

Change Request Escalation

Does your business need help with evenly organizing and distributing change requests, tasks and inquires to be solved by their respective parties? Not a problem. OnContact’s Queues feature routes customer service requests to different departments or specialists within an organization in order to resolve customer concerns. Develop an organized and improved way of resolving customer requests and inquires.

Drill Down

Our tracking tool enables customer service reps to quickly classify requests with specific criteria, including:

  • Type
  • Priority Level
  • Status
  • Part
  • Version
  • Product
  • And more

With such specificity, you’ll always have a strong history to look back on in case another change request arises.

Add Notes and Attachments

Your customer service reps can also add attachments and customized notes to a change request within OnContact. Adding notes and other attachments such as images, documents, etc. can prove useful if additional requests arise later on. Change requests can be within a customer service request, feature, enhancement and correction of a flaw.

CRM Software Just Got Better

No confusing à la carte pricing or add-ons here. Simply choose between our Sales or Enterprise packages and our award-winning CRM software comes complete with everything you need. Plus unlimited phone, email and chat support. Absolutely no hidden fees or extra charges.

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