OVERVIEW

The NehaNet Problem Escalation System is a powerful support tool designed to increase customer satisfaction and reduce support costs. Your customers will benefit from a closedloop, fully trackable, easy-to-use system for communicating their important support issues to your team. Those issues are then routed to the correct person within your extended support organization, including Customer Support, Field Apps Engineers, Field Sales, Engineering, Operations and Marketing, for follow up and resolution. You can determine the routing based on your key factors, such as customer, product, issue type, opportunity, design stage, support team availability or even by the day of the week.

BUSINESS BENEFITS:

Improve Customer Satisfaction

Give your customers best of breed support that includes 24 X 7 worldwide online access to your team of experts, fast response time, customer capability to track issue status and attach files, and automatic email notifications.

Management Control

Enforce your ideal issue resolution processes in an automated fashion, alleviating costly and error-prone manual routing and response techniques. Have notification, routing and escalation tied to the way your sales and support processes work and designs are managed. Track an issue internally to drive teams such as marketing and engineering for corrective action.

Increase Productivity

The NehaNet solution can save between ten and twenty percent of a Field Applications Engineer’s (FAE) or Factory Apps Engineer’s valuable time. For example, if you have ten FAEs and five Factory Apps Engineers who collectively respond to twenty five or more issues per week, the NehaNet system could save you up to two FAEs in headcount.

Management Visibility and Reports

The NehaNet solution provides management visibility over the pipeline of issues with customizable reports, ad hoc queries and easy to use data analysis tools. This allows management to prioritize and assign scarce resources efficiently and build accurate sales support plans and budgets.

Keep Your Design Wins

Lack of appropriate customer support can lead to design-win losses. With a fifteen month design-to-revenue window there is plenty of opportunity to lose the business or get designed-out because a technical issue was not addressed in a timely or accurate manner. In fact, studies show that companies that cannot track or manage issues in an efficient and consistent manner can lose up to two percent of design-wins each year.