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ADVANCED <br />U T I L II T Y S Y S T E M S <br />Contact Management <br />First Call Resolution is the aim of Contact Management in. CIS Infinity. In order to have all <br />required u-dorn-tatlon at your fingertips, the Contact Management design gives the City <br />quick access to the in.forniation needed to assist any customer that calls or walks in. <br />Contact Management is performed in a variety of ways from various talcs (i.e. Notes, 'T'asks, <br />Letters, Service Orders, Contacts, Inquiries, Schedule, Esmails and Attachments) on the <br />AccountView form, <br />kTAm em wce ..a7e�dmrgb9��sr <br />4 aerOc A uc Tmaa�raaw b fi <br />e t� oC W PA&� f7as� P1t teak m� Contact <br />Et�praat <br />pus �zmrrer ... �, annex � ,�awmmuce^ <br />s r tmaan 1S t u rG rents ,p did Creed m2 ai�exstm w w E sobwd viat - Stsme ids°maer. <br />wow w <br />T� is Letiera Ic mumxes tVeates Emn s ., rwrbce ruder scheckie Attaac4m em is <br />3711732 FIELD INVESTIGATION No Aecez, Attempt contact m6i customer for access to m7a.,, 2120120 <br />4 � rio � i �13� i�� riiimirrui �" <br />r . . �.�.�.�.�.................... „ �....... _....,..................... ,...... <br />.......... <br />,..... <br />..,,....... <br />®, � . <br />Records of all historical transactions (including User ID and Date/ Times tamp, Service <br />Orders, Notes, Tasks, Letters, Emails, Outbound Calls, etc.) are stored and all <br />correspondence is supported and can be generated or tracked per customer/account. For <br />example, the Dotes tab tracks everything about the customer, and the Letter tab tracks all <br />letters that were sent to the customer. <br />Automation of the City's contact with your customers can be done individually per <br />customer or in mass, through the use of established Filters (e.g. filter on all "Residential" <br />customers that live on "Maul. St.") and by generating Actions (i.e. workflows). CIS Infinity <br />will track the appropriate contact method under each applicable tab in the AccountView <br />form for each customer. <br />Correspondence in the form of files (i.e. iinages, documents, scanned pages, voice <br />recordings, etc,) can be attached by you to the Custorner and/or Account record. Attached <br />files can be viewed directly from the AccountView form,, all with a single button click and <br />without having to open a separate application or window. <br />City of South Bend, Indiana 1.7 <br />