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PALBON-SuitesComplete ERP Solution

Industry

Service teams that answer once, and on time

PALBONSupport gathers every request into one queue, with assignment rules and service levels. PALBONComm logs calls against the ticket, PALBONWhatsApp keeps messages on the record they concern, and PALBONInsights shows how the desk is doing.

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Today

The challenge

Questions arrive by email, portal and phone. Without one queue they are answered twice or not at all, and nobody can see whether service levels are being met.

With PALBON Suites

One connected flow

PALBONSupport gathers every request into one queue, with assignment rules and service levels. PALBONComm logs calls against the ticket, PALBONWhatsApp keeps messages on the record they concern, and PALBONInsights shows how the desk is doing.

Step by step

How the work moves

Each step happens in the product made for it, on the same record as the step before.

  1. 1

    Receive

    Emails and portal requests become tickets in one queue.

    PALBONSupport
  2. 2

    Assign

    Assignment rules hand each ticket to the right team and agent.

    PALBONSupport
  3. 3

    Call

    Agents call from the ticket, and the call is logged against it.

    PALBONComm
  4. 4

    Notify

    Approved WhatsApp templates keep the customer informed when a record changes.

    PALBONWhatsApp
  5. 5

    Close

    Customers rate the help they received when the ticket is closed.

    PALBONSupport
  6. 6

    Improve

    Volumes, response times and ratings charted on dashboards.

    PALBONInsights

Capabilities

What it gives you

One queue

Types, priorities and statuses you define, with internal comments beside customer replies.

Service levels that count

First-response and resolution targets per priority, within your working hours.

Assignment rules

Round-robin or load-balanced, with ticket visibility restricted by team.

Knowledge base

Articles suggested while a ticket is written, with feedback from readers.

Calls on the ticket

Click-to-call, incoming calls matched to the contact, and recordings if you switch them on.

Saved replies

Personal, team or global replies that take the repetition out of the day.

Products

The products behind it

Complete on their own, connected here.

Customers PALBONSupport Client Service & Care Every customer question answered, on time
  • Ticketing with an agent desk and customer portal
  • Service-level policies and assignment rules
  • Knowledge base and saved replies
Explore PALBONSupport Platform services PALBONComm Voice & Messaging Layer Calls and messages, logged where the work happens
  • Click-to-call from the PALBONSupport agent desk
  • Every call logged against its ticket
  • Works with your telephony provider
Explore PALBONComm CustomersAvailable on request PALBONWhatsApp Customer Messaging Message customers on WhatsApp, from the record they belong to
  • Approved templates filled from the document
  • WhatsApp as a channel on any notification
  • Every message kept against its record, with delivery status
Explore PALBONWhatsApp Intelligence PALBONInsights Business Intelligence Ask a question of your data and see the answer
  • Visual query builder, with SQL when you need it
  • Charts and shareable dashboards
  • Connects to more than one data source
Explore PALBONInsights

FAQ

Questions about this solution

Can customers raise tickets by email?

Yes. Connect a support mailbox and each incoming email opens a ticket or joins the conversation it replies to. Customers can also use the portal.

How are service levels measured?

Against the working hours and holiday list of the policy that applies to the ticket. Each priority has its own first-response and resolution time.

Can agents take phone calls in it?

Yes, once PALBONComm is connected to your telephony provider. Calls are placed from the ticket and appear in its activity and in the call log.

Explore

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See Customer service on your own data

Tell us how you work today. We will walk you through this solution with examples from your own processes.

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