[July 04, 2008] Really Simple Service & Support introduced by Really Simple Systems Tweet (Worldwide Computer Products News Via Acquire Media NewsEdge) Really Simple Systems, a UK hosted CRM vendor, announced on Thursday (3 July) the availability of its Service & Support product, Really Simple Service & Support, enabling support teams and customer service help desks to deliver better customer service. According to the company, Really Simple Service & Support includes full Case Management. Cases are monitored and can be escalated to meet target service levels using a traffic light metaphor to show Case Status: green, amber and red. The system is SLA (Service Level Agreement) driven, which means that different requests and customers have different target response times while a Ranking system automatically prioritises cases across SLAs. The solution reportedly enables service staff to see what cases they have been allocated and see the full history of each case on a dedicated page. Cases are automatically ranked for service staff using the ranking methodology defined on the customer's SLA. In addition, the manager dashboard shows cases that need attention and users who have too many outstanding cases, together with real time response statistics. The solution also features full reporting and analysis, including statistics such as time taken to close, case types and cases over SLAs. No financial details were disclosed. ((Comments on this story may be sent to [email protected])) Copyright ? 2008 M2 Communications Ltd. [ Back To TMCnet.com's Homepage ]