Jebsen & Jessen: Case Study

Jebsen & Jessen Communication S/B as the Top Avaya Business Partner for FY 2005 & 2006 has more than 70 installed customer bases for their PABX and Call Centre systems. The need of a competent Helpdesk solution is great as JJ needs to provide the customer service to keep the customer satisfied and assign & dispatch engineers to troubleshoot any system issues that might arise.

Juris Contact has been chosen as the Call Centre HelpDesk solution. Juris as a rapid deployment project, provides out-of-the-box service case creation, engineers assignment, service level response and resolution, escalation to managers and general manager for a more comprehensive customer care.

Due to Juris Contact’s multiple domain capability, Juris is also deployed for the JJ Project Management department, whereby each project, with all its corresponding activities are tracked and monitored. Cases can be viewed by assignees and even the customer themselves once the logged into the portal.

The customers’ cases and statuses can be viewed and monitored by themselves if they desire to do so.  Emails from customers are turned into cases by just the click of the mouse of the CSR.