The GL Expert module in Global e-line

In the field of Professional Support and Customer Relationship Management, each expert needs to have access to the Solution Base to give the right answer immediately.

The Solution Base in Global e - line allows an improvement of the service quality by making it possible to answer immediately.

The customer as well as the company avoid wasting time, and the service is more cost-efficient. In the GL Expert module it is also easy to redirect the inquiries to another expert when appropriate: the support technician can easily and rapidly identify the experts who are competent and available to take in charge the inquiry.

GL Expert allows, among other things, to take in charge and process the inquiries and to manage customer files. An incoming inquiry can be received by phone, fax, email, letter or through GL Contact.

GL Expert has been designed for the support technicians, the experts and the hotliners who have been defined in the GL Manager address book.

GL Expert allows to:

• Answer incoming calls for the expert and his / her department
• Follow the evolution of all on-going cases
• Create new inquiries when receiving a question by phone, fax, letter, etc. ...
• Take in charge an inquiry
• Redirect an inquiry towards the person who created the file or any other expert user of Global e - line
• Consult the Solution Base
• Create solution files
• Access / add attachments