Exceptional Customer Service with CaravanWorks
Deliver exceptional customer support with a comprehensive service module that handles inquiries, tracks service requests, and manages warranties. Enhance customer loyalty by providing fast and effective support throughout the customer journey.
Warranty & Claims
Efficient and Transparent
Manage warranties and track claims seamlessly, with clear documentation and easy access to claim statuses and history.
Service History
Comprehensive Tracking
Record and access detailed service logs for each caravan, ensuring a complete history of maintenance and repairs.
Dealer & Customer Portals
Self-Service and Streamlined
Enhance satisfaction with portals for managing support cases, accessing guides, and viewing caravan documentation.
Key Features
Case/Ticket Management
Streamline customer support with a centralised case management system that tracks and manages customer issues from start to resolution.
Web-to-Case
Capture and create support cases directly from customer web forms, automatically logging them in the system.
Email-to-Case
Automatically capture and create cases from emails sent to your customer service email address. This feature enables customers to raise issues via email, which are then tracked and managed within the platform. Subsequent email responses from the customer are automatically linked to the existing case record, ensuring a seamless and comprehensive communication history.
Integrated Email Client
Communicate with customers directly from within the platform using an integrated email client. All correspondence is logged against the relevant case, ensuring a complete communication history and better collaboration among support team members.
Case Automation Rules
Automate case assignments, escalations, and notifications with customisable rules to ensure timely responses and efficient resolution. These rules can be set based on criteria like case priority, type, or SLA requirements, reducing manual workload and improving customer satisfaction.
Service Knowledge Base
Provide a comprehensive knowledge base for your customer service team, filled with articles, FAQs, and troubleshooting guides. This helps agents resolve cases more efficiently and empowers customers to find answers through self-service portals.
Portals
Specialised dealer and customer portals offer self-service capabilities that streamline interactions and enhance satisfaction. Dealers and customers can use these portals to submit and manage support or warranty cases, access user guides, and view documentation specific to their caravans and associated equipment.