Hello,
I wish to find a system which will allow me to manage the ticketing of the TV / Internet / Telephony subscribers of an IT operator.
The purpose of is to track the tickets opened by the customer or in-house by the customer service.
The purpose in phase 2 will be to manage the prospecting on pure prospects, and the rises in the range on the existing subscribers.
One of the important requirements when creating tickets is to guide the operator in a decision tree to solve the problem in the first level, or to route the ticket to the right department.
We thought initially install SuiteCRM, but I Find nowhere this possibility of designing this decision tree.
the principle of the decision tree is quite simple. The system has to ask questions to the operator, and according to the answers, the system courses the tree:
- Is this a technical issue, billing, payment, shopping?
- Whether technical, is this a TV problem, or an Internet or telephony one?
- Whether TV, have you tried unplugging, plugging
etc …
It corresponds to the Dialogs functionnality in Microsoft Dynamics CRM
Does a module exists for that?
If not, is it complicated to develop it or to make it develop?
being new to the field of CRM (but not in the ERP subscriber management), does exists another open source CRM alowing it?
or other open source cases management system?
Thank you for reading so far …
Yours …
Olivier HOT