Customer Support Management and Automation
Built to reduce your customer support costs
Global IT leaders choose RackNap
Customer support automation platform that Saves your Time
Intelligent Ticket Creation and Distribution
- Minimize Ticket Creation
Self-service module provides intelligent auto-answers to the customers when they try to raise a ticket. This saves your support team’s time.
- Smart Ticket Assignment
RackNap assigns tickets to right support representatives with the right expertise, basis parameters like - department, product, geography, SLA, issue severity etc.
- Meet your SLAs
Auto-escalation of tickets to multi-level hierarchy by pre-defined escalation paths. Keep customers aware of issue status via customer panel and shoot pre-defined emails on level escalation.
Keep Customers Informed
- Customer Dashboard
Customers can see all their services' status, communication logs, past tickets, etc. at a single place in their customer portal of RackNap.
- Announcements
For ongoing maintenance, display announcements in the customer panel of only affected customers with current status and expected resolution time to avoid multiple tickets.
- Knowledgebase
Have your knowledgebase, DIY videos, and all other self-help tutorials integrated in customer panel to empower customers and minimize burden on your support team.
Powerful Support Analytics
- Know where the problem is
Identify products and services for which maximum support tickets are raised, assess where the loopholes are, and accordingly improve your customer support.
- Visibility into performance
Identify top rated customer service representatives per customer satisfaction level and feedback.
- Shift Intelligence
Project incoming support workload, basis past data and analytics and take corrective actions.
Why Customers RackNap ?
“ittracknap’s wide range of API integrations automated our cloud service delivery.”
Haitham Alian,
Product Director, STS
“RackNap has completely eliminated all cloud billing related problems we were having”
Olayemi Poppola,
CEO, Reliance Infosystems
Ready to score a goal?
Book a demo today!
A 20-minute call can realign and set
your cloud business to SUCCEED.
Does RackNap improve my business profitability?
35% *
Revenue Growth (Average Revenue per partners)
Automated orders with cross-selling and up-selling capability.
40%*
Operational Cost Reduction
Reduced manual processes and manpower saving.
60%*
Increased Customer Satisfaction
Strong support capabilities with control in customers’ hands.
50K+*
Global End Users
Users across 6 continents trust us as we have everything ready.
*Source: Case studies of Technova, Reliance Infosystems, STS