The new version of SuperOffice Service features some significant improvements in functionality
SuperOffice have recently announced a new version of their new SuperOffice Service module. This module is not just a minor update, SuperOffice have significantly changed the way SuperOffice Service works and included much greater integration with the core CRM software. Below is a summary of the main features and benefits of the new solution:
Completely Unified with Core CRM
The first thing you’ll notice about the new SuperOffice Service module is that it opens within the core CRM interface, rather than a separate browser tab. This streamlines the user experience ensuring key company information is readily available, maximising productivity and giving the user a completely unified, seamless experience.
Frequent users will find that the layout is slightly different, the knowledge base is now available under the main menu for example, and statistics and reports are available in the core dashboard. SuperOffice has made these changes to streamline the user experience.
Pick Up Where You Left Off
When you start up the new SuperOffice Service solution, you won’t be directed to your start page with dashboards like you where in previous versions. Instead you’ll be directed to the screen you were on the last time you closed SuperOffice. So, if that was your request screen, then this is the screen you will open on, allowing you to pick up right where you left off. Of course, if you would rather start with a particular screen every time you log in, this can be set in your user preferences.
More Flexible Search Functionality
In the new Service module, there is a new, faster way to search for your request ID. The fast search field allows you to search for tickets by key words as well as their ID number. You could use this to search for previous requests about similar topics to the one you are currently dealing with. If you prefer to use the old free text search you still can, as this feature is still available.
You can see how you search and find individual tickets in the video below:
Tabs Inside the Request Screen
As a response to user feedback about the need to constantly switch contexts, SuperOffice has introduced tabs inside the request screen. Users will no longer have to search through multiple browser tabs looking for a particular service request, now they will be able to follow several queues and work on different requests at the same time, from the same interface. Tabs can be reorganised, and a new tab opened with a single click.
See the tab functionality in action in the video below:
Access Relevant Information at a Glance
Now that service and CRM functionality is unified, all relevant information is readily available to users without having to switch between contexts. Users can easily see past activities and conversations a contact has had with their company on one screen, as well as preview all the vital information about a request on the properties screen before opening it.
Improved Request Management Experience
The new SuperOffice Service module has a completely redesigned interface to help improve productivity and help users make the most of their time.
A big part of this is the updated editor, which now has the same look and feel as the chat and forms editor, creating a consistent experience across all customer service tools.
A combination of the tab-switching and being able to pick up where you left off means users can easily search for similar tickets and copy-and-paste the relevant information to help respond to the request faster.
See the improved request management experience in this video:
Like before, you can easily label each section of the conversation thread so you can quickly see whether a message is coming from a client, one of your replies, or internal comments. Additionally, you can see the information in attachments without leaving the screen or ticket you are now working on.
The request’s information, including when it was submitted, read, closed, and so forth, are still accessible in a new tab. According to the type of request details you need to see, you can adjust it using the screen designer. In addition to this, Premium Service users can access the request change log in a separate tab.
This is a visual representation of each interaction with the request so you can see everything that occurs. This Change log includes a search function and provides quick access to the details of each step. This view is especially helpful for analysing requests, identifying individual events and determining who did what, and when.
Easily Connect Sales and Requests
Amongst the key features of the new SuperOffice Service module is it’s ability to give you a consolidated picture of all customer contacts. With easy access to client information, all marketing, sales, and support teams can collaborate more efficiently.
The properties panel in the updated version of SuperOffice Service now allows you to immediately link a request to a sale. Sales teams are now given a thorough overview of all interactions with a certain customer in order to spot potential opportunities or unresolved problems. With this, users obtain important information that will help them decide what to change and how to improve processes or products in the future.
Service teams also have access to this feature, meaning it is now simpler than ever to access consumer and business data while working on a request.
Note: To link Requests with Sale and Project fields, you must use the Screen designer available in the add-on Development Tools. Speak to your account manager if you do not currently have the is add-on.
See out how easy it is to connect sales and requests in the video below:
Create Request Queues that are Even More Specific
Categorising requests into distinct queues is a great way of ensuring that different types of queries are organised and handled in the most efficient way.
Users can now generate a list of requests that meet their particular requirements. They can also make this queue visible to by saving it as a list that can be viewed at any time.
You can view how this works in the video below:
Adapt Request Queue Views
Once you get your list of requests, you have complete control over what you see. No two people operate in the same way, especially in customer support teams, which may work in multiple request queues or on separate problems at the same time. SuperOffice recoginses this, and gives you the tools to work in the way you want.
Learn how to adapt layouts here:
Upcoming feature: Notifications to Respond to Important Changes Immediately
Complex requests frequently require more information from your customers or other resources. In order to solve the problem, a user may need to wait for additional information from customers or co-workers.
A new and updated notification system that enables you rapidly determine whether current or favourite tickets have updates is coming soon in this edition of SuperOffice Service.
Instead of constantly returning to queues or flooding your personal inbox, users will receive a clear indication that something has changed. When ready, the agent can access it and continue working on that request. Real-time updates will also be available for updates currently being worked on, which are open in other tabs.
Ready to upgrade to the New Version of SuperOffice Service?
The new SuperOffice Service solution really represents a new way to approach requests within SuperOffice CRM. If you would like to talk to us about upgrading, please contact the Synergy team today. You can call us on 0345 456 0050 or send us an email via our contact page at any time and we will be delighted to assist you.