Customer Service with DataCore

A Customer Service Management Solution

Our business intelligence system enables smart management of service centres, identification of recurring issues and continuous improvement of the customer experience — all based on accurate, up-to-date data.

Service Centre Management

Get a complete picture of your service centre's activity — the volume of incoming enquiries, average wait times, handling times and resolution times. Analysing service centre data lets you plan staffing optimally and improve the customer experience.

Open and Closed Cases

Track every case in real time — open, in progress and closed. Identify cases that have gone unanswered for too long, cases that have slipped through the cracks and customers who have been waiting far too long for a reply.

Recurring Issue Analysis

Identify patterns in customer enquiries — which problems come up again and again? Analysing enquiry topics by product, version and customer segment lets you address the root of the problem and prevent future enquiries.

Response Time Classification

Classify cases by urgency and track adherence to response-time targets. See which types of enquiry receive a fast response and which get pushed aside, then act to balance the load and meet your SLAs.

SLA Tracking

Track compliance in real time with the service targets you have committed to. Automatic alerts notify you when a case is about to breach its SLA, so you can act before it happens.

Service Agent Performance

Analyse each service agent's performance — number of cases handled, resolution times, customer satisfaction and target achievement. This data enables fact-based performance conversations and focused team development.

AI · Machine Learning

Churn Detection with Machine Learning

• Churn risk score for every customer
• Prioritised list of at-risk customers
• Proactive retention before the customer leaves

AI Service Agent

The AI agent automatically classifies incoming tickets and routes them to the right agent, analyses customer sentiment to catch frustration early, and powers a chatbot built on your organisational knowledge base that answers customers around the clock. Handling times shrink and agents are freed up for the genuinely complex cases.

A Unified Data Foundation (DWH)

Your support system and CRM are unified in a single data warehouse, so every agent has a complete view of the customer's history — previous tickets, purchases and exposure — the moment the conversation begins.