SalesFision Platform application
Everything that comes in, handled in one place.
Questions, requests and incidents in one shared queue, each with an owner, a priority and a status. Your customer knocks on the door; this is the room where your team answers.
Configure Service Management Do the Business Scan
- Every request gets an owner, a priority and a status
- One shared queue for the whole team
- Knowledge is included for everyone who works in it
Requests come in everywhere, and nobody can say what is still open.
Mail, phone, a form, a direct message. Each request is picked up by whoever sees it first, so ownership is a guess and priority is whoever asks loudest.
- Requests live in personal mailboxes, so only the colleague who received one knows it exists.
- Nobody can say what is open right now, or who owns it.
- Urgent and ordinary sit in the same pile.
- The same answer is written again and again, slightly differently each time.
What changes when service work comes together.
-
One entrance, one queue
Everything lands in the same place, whatever channel it arrived through, so the whole workload is visible at once.
-
An owner per request
“Someone is on it” becomes a name instead of a hope.
-
Priorities that hold
Urgency is set on the request, not in the volume of the customer’s voice.
-
Answers that improve
What your team writes once becomes findable, so the second time is faster.
What your team can do with Service Management.
Intake and triage
- Take questions, requests and incidents from your channels into one queue
- Sort by type, so a password reset and an outage are not the same thing
- Set a priority and see it in the list, not only in a field
- Recognise the customer, so the history is there before you start reading
Ownership and flow
- Assign a request to a person or a team, and hand it over without losing the thread
- Follow the status from new to resolved, with the steps in between visible
- Group related requests, so one incident does not look like fifteen problems
- See what is waiting on the customer and what is waiting on you
Communication and notes
- Answer the customer from the request, with the whole history in view
- Keep internal notes separate from what the customer reads
- Reuse an answer your team already wrote
- Leave a record of what was promised, so the next colleague can keep it
Overview and reporting
- See the day: what came in, what is open, what is overdue
- Look back per period, per type and per owner
- Spot the questions that keep coming back, and fix the cause
- Give each colleague the view that belongs to their work
From request to resolution.
The same path for every request, so nothing depends on who read it first.
-
It arrives
A question, request or incident lands in the shared queue, with the customer attached.
-
Triage
Type and priority are set. An incident that affects several customers is recognised as one thing.
-
Ownership
One colleague takes it, or it goes to the team that should. The status says where it stands.
-
Handling
The owner answers from the request, with the history visible and earlier answers reusable. A question gets an answer; an incident gets one update to everyone affected.
-
Closing and learning
The request is resolved with a reason, and what was worth writing down becomes findable.
What your team looks at.
A working view of requests, ownership and status.
The service board
New
9-
#4190
Extra appointment
Request Needs an owner
-
#4193
Access for a new colleague
Access Normal
In progress
14-
#4192
Invoice unclear
Question Normal IB
-
#4189
Onboarding second location
Onboarding On plan SN
Waiting on customer
5-
#4191
Login fails after password reset
Waiting on the customer since yesterday, 16:20
Incident High BR
Resolved today
22-
#4188
Delivery question
Question Resolved IB
Incidents
| Incident | Affected | Priority | Owner | Status |
|---|---|---|---|---|
| Payment provider slow | 6 customers | High | Bram | Investigating |
| Booking mails delayed | 2 customers | Normal | Ilse | Fix deployed |
| Portal login errors | 1 customer | Normal | Bram | Resolved |
Today
| Today | Count | Oldest | Owner | Status |
|---|---|---|---|---|
| New | 9 | 38 min | — | To triage |
| In progress | 14 | 2 h | Team | Running |
| Waiting on customer | 5 | 1 day | Team | Paused |
| Resolved today | 22 | — | Team | Done |
Example data. Your own requests, colleagues and customers appear here once the application is set up.
Software your team works in, advice we give.
Consulting
Service Management, the service
Our advice and configuration: how you organise service, which agreements you make, how your team is trained.
- Process and agreements
- Configuration and roll-out
- Training your team
- Improving what is already running
Platform application
Service Management, the application
The software your team uses every day: intake, triage, ownership, statuses, incidents, notes and reporting.
The application is what your team works in. Advice, configuration and training are separate work with their own proposal.
Service as part of the customer experience.
-
Customer Experience
Customers who come back, and arrange what they need themselves. Good service is the heart of it.
-
Customer Portal
Give customers their own branded environment where they see requests, documents and status.
A question is never only a question.
The application shares customers and context with the solutions around it, so an answer starts from what is already known.
-
Service Management and Customer Portal
Your customer comes in through the Portal; your team handles it here. The Portal is a product of its own with a fixed monthly price.
- Customer Portal to Service Management A question, request or report comes in and lands in the shared queue.
- Service Management to Customer Portal Status, updates and the answer go back to the customer in the same place.
-
Service Management and CRM
The person asking is the customer your team already knows, with their history in view.
-
Service Management to Project Management
A request that turns out to be work moves on as a task or a project.
-
E-commerce to Service Management
A question about an order arrives with the order attached.
-
Service Management and Knowledge
The answer your team writes once becomes findable. Included for every Platform user.
Help with the work, not decisions in your place.
In Service Management, AI works on what is already in the queue: the requests your team still has to read, answer and sort.
-
Summarising
A long thread condensed to what the next colleague needs to know.
-
Suggesting
A reply in your tone, based on what your team already answered, checked by a person.
-
Classifying
Requests sorted by type and urgency, so triage starts from a proposal.
-
Spotting exceptions
Requests that have waited too long, or several that point at the same incident.
-
Preparing follow-up
A draft update for the customers affected by an incident.
Suggestions are proposals. A person decides, and can see what a suggestion was based on. These AI features are part of SalesFision Platform + AI: one subscription for your whole business.
Price and licence
- Service Management Team €49 per month 3 service agents
- Service Management Growth €119 per month 10 service agents
- Extra service agent €12 per month per service agent
All prices excluding VAT; you pay per month. No platform surcharge.
What the licence covers, and what we agree with you separately:
Included
- The application, with the included users or capacity
- SalesFision Knowledge is included free with selected paid apps and bundles.
- Standard onboarding
- Regular support, maintenance and bug fixes
Separate proposal
- Additional consulting and training
- Complex integrations and custom work
- Migration of existing data
- Customer Portal (a product of its own)
Calculate your package See all pricing
Additional consulting, training, complex integrations and custom work are agreed with you up front, so you always know what you are buying.
What people ask before they start.
How is this different from the Service Management service?
The application is the software your team works in. The service is our advice and configuration. They fit together, and they are bought separately.
Is the Customer Portal included?
No. Customer Portal is where your customer comes in; Service Management is where your team handles what comes in. The Portal is a product of its own with a fixed monthly price.
Do we need to change how customers reach us?
No. The point is that everything ends up in one queue, whichever way it arrived.
What does Service Management cost?
A fixed amount per month, with the number of internal service agents listed with it. If you need more, you pay per extra service agent. You will find all amounts above under Price and licence and on the pricing page. Knowledge is included.
Can we start with only this application?
Yes. It works on its own, and better next to CRM, Project Management and E-commerce.
Can I pay per month?
Yes, you pay per month.
Start with Service Management
Choose Service Management for your team and see what it costs. Not sure where to start? The Business Scan gives you a recommendation.
Configure Service Management Do the Business Scan
Questions about implementation, the Customer Portal or an integration? Plan a meeting and we will scope it.
