| Native Microsoft Outlook Experience | Manage your sales, service, and marketing relationships within a single business application. Automatically synchronize Outlook E-mail, Calendars, Tasks, and Contacts with your NetPRM database. |
| Case Management | Create, assign, and manage customer service requests from initial contact through resolution, as well as manage communications and other activities. |
| Service Requests | Automatically associate incoming support inquiries with the appropriate case. |
| Queuing | Send cases to a waiting area - the queue - where they can be easily accessed by individuals and teams. |
| Routing and Workflow | Route service requests automatically to the appropriate representative for resolution, escalation, or reassignment. |
| Searchable Knowledge Base | Resolve common support issue quickly by using a searchable knowledge base. Built-in review processes help ensure that published information is complete, correct, and properly tagged. |
| Contract Management | Create and maintain service contracts within NetPRM to help ensure accurate billing for support incidents. Each time a support case is resolved, the relevant contract information is updated automatically. |
| E-mail Management (includes auto-response e-mail) | Maintain accurate customer-related communication records with automated tracking and response for customer e-mail messages. |
| Product Catalog | A full-featured product catalog includes support for complex pricing levels, units of measure, discounts, and picking options. |
| Reports | Identify common support issues, evaluate customer needs, track service processes, and measure service performance. |
| Service Appointment Activities | Schedule detailed service activity appointments for your service professionals that automatically synchronize to your Microsoft Outlook calendar. |
| Services, Facilities, and Equipment | Model your entire service delivery offerings and resource groupings into NetPRM to provide consistent service practices throughout your organization. |
| Service Scheduling Engine | Find qualified and customer-preferred service professionals and schedule service appointments to deliver value-added services for customers. |
| Global Service Calendar | Manage service appointments and resource allocation across your service sites and locations with a single calendar view of service professionals, tools, resources, and facilities. |
