PSG Community – Consulting Partner
I PSG Success Story –
Empower customers to view, manage and log cases.
Premier Security Group is a provider of security services which includes design, installation and maintenance of security systems, as well as a provider of security equipment.
All cases were being logged manually by agents based on customer calls and emails
Customers had to call or email in order to receive updates on case status
Customers lacked visibility to work order/service appointment statuses related to in-progress cases
Implemented Customer Community
Enabled case creation form and case list views in community
Configured external user administration so customers can create, edit and remove their own community members
Implemented customer queues for logging and managing own case resolution prior to escalating to PSG
Increased engagement with customers
Faster case resolution
Implementing self-service led to fewer cases transferred to PSG for resolution
Reduced community user maintenance