Service Center Overview
Service Center is a comprehensive application designed for any aspect of customer outreach. It serves as a centralized hub for all users who have contact with customers—whether they are responding to inquiries, performing proactive sales outreach, or managing a blended workflow of both. By unifying communication channels and customer data within a single console, Service Center ensures that every interaction is efficient, consistent, and informed by a 360-degree view of the customer.
Service Center supports three primary engagement models:
- Inbound (Customer Care) - Handling incoming customer inquiries, managing support cases, and resolving customer issues
- Outbound (Sales & Outreach) - Executing proactive engagement through targeted call lists, high-volume sales outreach, and integrated calling systems
- Blended - Allowing users to switch seamlessly between handling incoming service requests and performing proactive outreach based on business priority and availability
Service Center helps streamline operations and improve customer interactions, with the following key benefits:
- Centralized Case Management - Organize, track, and analyze all customer cases in one place, eliminating the need for separate systems
- Life Sciences Focus - Explicitly designed for the needs of life sciences businesses and use cases
- CCaaS Integration - Works seamlessly with leading Contact Center as a Service (CCaaS) platforms for optimal customer contact routing and handling
Customer experience workflows can be further enhanced through integrations with Microsoft collaboration and productivity tools:
- Microsoft Teams provides real-time communication and collaboration with colleagues, breaking down silos and unifying the business around the customer. Teams help to drive the 360-degree view of the customer
- Microsoft OneNote provides the ability to capture notes in Microsoft OneNote, for seamless access across systems
Not all features are available on all platforms. For a list of available platforms for each feature, see Platform Functionality.
Users and Roles
With Service Center, the following users can perform the following tasks:
Business Admin User
- Sets up and configures the Service Center environment
- Integrates Omnichannel and CCaaS platforms
- Creates and manages queues for automated case processing and routing
Service Center Rep
- Acts as the core user for customer interactions in Service Center
- Leverages CRM data to drive meaningful, targeted interactions with HCPs and organizations
- Customer Care Rep (Inbound):
- Handles and resolves cases related to customer contacts
- Manages the end-to-end lifecycle of a case, from initial intake to final resolution
- Inside Sales Rep, also known as Virtual Sales (Outbound):
- Acts as the core user for proactive outreach and sales engagement
- Utilizes the Outbound tab to manage call lists and execute outreach campaigns
