Customer Support Management and Automation

Built to reduce your customer support costs

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"We saw cloud revenue growth of 12% since installing RackNap"
Samir Jhaveri MD, Xcell Host
Samir Jhaveri

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.

Intelligent Ticket Creation and Distribution
Keep Customers Informed

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.

Powerful Support Analytics

RackNap Automates Support Management for Microsoft Office 365, Azure, Acronis, and AWS.

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acronis
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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

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