Hubcase offers "Post Office" for B2B issue escalations
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For the first time, businesses can escalate support cases from system to system, across partnering organizations using the "Post Office" for support cases - Hubcase Exchange. Up to this date, all B2B escalations have been done manually by phone and email.
“Your CRM or service desk is a liability to your customer satisfaction”, says Mr. Ray Zhu, co-founder and CEO at Hubcase, “You don’t believe it, but it’s true and simple: your CRM or service desk is isolated, but service delivery often requires vendors or partners to help address issues (vendor escalation). Those partners have their own systems that are not connected to your system. As a result, you make a lot of phone calls to your partners, they take a lot of phone calls, and you keep many sticker notes around your computer monitor. That will change with Hubcase Exchange.”
Hubcase Exchange acts as a “Post Office” for support cases, tickets, issues, and work orders. It sends case escalations out of one organization’s system to a partner system, and receives cases from partner systems. Organizations can directly use Hubcase hosted “PO Box” at no cost - Free Service Desk, or join the Exchange with their existing CRM or Service Desk system.
Organizations have been creative about using the “Post Office” and the free “PO Box”, according Mr. Zhu, a software company “escalates” customer cases in Salesforce into in-house bug tracking system, a distributor escalates customer cases in Salesforce to OEM vendor that uses Hubcase Service Desk, and an e-commerce site escalates site issues to offshore development house also using Free Hubcase Service Desk.
Customer satisfaction can be dramatically improved and significant operational cost savings can be achieved by streamlining and organization escalations between organizations.
Hubcase is the pioneer in support chain automation via Hubcase Exchange, their solution features patent-pending technology that integrates with all existing systems.
For additional information, please visit www.hubcase.com or contact info@hubcase.com
Ray Zhu
45220 Parkmeadow Dr
Fremont, CA 94539