Service Request Management - Service Request Management


Service Request Management

Resolve cases faster with streamlined case management and automated triage across multiple categories of requests.


We’ve kept a finger on your pulse while designing a Service Request Management system that helps you track and resolve employees grievances quickly and effectively. Our single unified Case management solution aids in recording, tracking and investigation of incidents throughout your organization, helping you create visibility and uniformity.

Our solutions support different practice areas such as investigations, arbitrations, grievances, litigation, appeals and ethics for managing issues across legal, labor relations and HR. By leveraging Newgen’s case management platform and powerful content management capabilities, case workers are empowered to handle complex and unpredictable grievances more effectively with the support of contextual content and smart analytics.

Brochure: Automated Service Request Management

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Unified desktop with a 360 degree customer view
The customer service representative gets a unified 360 degree view of the customer’s profile, service request history, ticket generation, and service request process initiation window. It is also enabled with Business Rule Management System for dynamic rule modification

Handles all request categories
Handles all kinds of requests, leads and grievances/complaints, and has capabilities for prioritization and intelligent routing to corresponding back-end processes.  A request coming through any channel is registered and then routed, based on the rules defined in the platform

Multi channel support for requests
The solution provides a single platform to cater to all input channels: IVR, email, Fax, Portal, Chat, SMS, Facebook or Twitter, etc.

Personalized and Dynamic Desktop
Enhances customer service by helping customers get in touch with the enterprise’s help desk to log their request, otherwise managed over a phone call.

Knowledge repository content for support
Combined with real time analytics and reporting it empowers Customer Service staff. It provides easy access to relevant customer/product/industry data for customer service representatives to enable contextual query handling.

Customer retention
Helps provide exceptional customer service to increase customer retention and ensure brand loyalty

Enhanced customer experience
BPM based customer service solutions can provide all necessary features for managing service tickets. It helps address customers’ concerns at the right time, right place and through the right channel

Better management of touch-points
Leads to effective management of multiple customer touch-points and ensure robust handling of the information they share

Transparency and compliance
Enhances visibility and transparency across processes, and ensures regulatory compliance


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Service Request Management - Case Management – The Road Less Taken

Case Management – The Road Less Taken

Bridging the process gaps white handling customer complaints