focus Service Management
The focus Service Management system is developed by Ash Systems Limited.
Syan is the UK implementation and support partner of Ash.
The focus system provides a complete solution to address all aspects
of customer service management and delivers the following key benefits:
- Rapid to implement - including integration to Back-Office systems
- A low Total Cost of Ownership
- Easy to maintain & extend
- Automatic Service Level Management
- Powerful reporting facilities
- Keyword searchable Knowledge Base
- Easy to use – reduces training costs
- Automates best practice processes
- Improves staff effectiveness & flexibility
- Can be deployed across multiple contact channels
focus can be configured to manage a Customer Contact Centre (One-Stop-Shop),
a Call-Centre and direct contact with the support services. The system
supports a number of contact channels including telephone, face-to-face,
public kiosks, SMS, email & the web. Users are supported by the system
through pre-defined best practice processes and instant access to all
contact details & history. Staff are prompted by optional scripts,
guided through the contact resolution cycle with workflows and automatically
notified of next priorities through either a personalised or departmental
system generated Task Diary.
The system also supports integration with other services and online access
to information sources held across many different systems. Contacts can
be categorized and allocated to the appropriate support staff or specialised
service queues. Management have a suite of monitoring and reporting tools
to allow them to balance workloads, review Service Levels and manage escalation
processes. focus provides service efficiencies, staff flexibility and
can deliver significant cost reductions whilst monitoring and reporting
on performance targets.
focus is available in two versions – one specifically designed
for use within local government and the other for use in commercial organisations.
focus Overviews
 Local
Government (PDF)
Commercial
(PDF)
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