Can Mambo help me create a support center software?

[Armageddon]

I’m working on a project and I’m trying to see if Mambo is the solution.

We currently use software that creates tickets cases for customer when they call support. My agents take general information, the models of the product the customers call about and troubleshooting or just answer a simple questions and close the ticket.

This seems to be the method of many support call centers with similar ticket softwares. I find that ticket software is useless when it comes to customers calling at a later time for followups or when calling for a new issue we are unable to find them in the data base unless they recall their prior ticket number. If the customer forgets or deletes their ticket email we have to create a new ticket and start all over again.

I want to see if mambo can create a database system that will allow my agents to enter names, phone number, address, havea build list of products models, ares for reason for call, area for solution.

Also if is possible a timer that start and ends with the total time my agent took while on the phone. Possible to create reports of calls, times, what product gets the most calls by any given period time.

Create invoice for parts and also RMA’s that can be issue via email. Last any customer that calls in the future if they provide the phone number or their name they use my agents can see the customer prior call history and continue adding to the same record to avoid creating new cases.

Thank you all.

[Elpie]

This can be achieved but only if there is a considerable amount of custom development work done. If you have a programmer on staff or are willing to hire one, Mambo can be used as a basis for this type of site. However, it would cost less if you used software that is specifically designed for this type of use.
Most CRM (customer relationship management) software would do most of what you want without needing to be extended. To get everything you want you may need to consider purchasing commercial CRM software.

I hope this helps.