CWC Call & Incident: Enhance the customer experience

Effectively monitor and resolve calls with workflow-driven call management to maximize cash point uptime and improve the customer experience

Managing incidents, complaints, and queries quickly and effectively is crucial to providing a good customer experience. CWC Call & Incident is an all-encompassing tool that allows cash-in-transit companies to register, investigate, and follow up on all calls concerning cash points, orders, performed services, discrepancies, or questions from the client. It enables you to maximize cash machine uptime, track performance against service level agreements (SLAs), and set up clear workflows to increase customer satisfaction and boost your competitive advantage.
Online logging of calls allows authorized parties, including external companies such as ATM service providers, to view the call, and its cause and circumstances, and process their tasks. Configure and customize workflows to automate first- and second-line maintenance orders and escalation to management.
The web-based software solution features intuitive user interface and management reporting tools that provide full visibility of call resolution progress, quality of call management process, and SLA targets.

Features and benefits at a glance

  • Maximal uptime: gain visibility of cash-point-related incidents, queries, or complaints and resolve them quickly
  • Increased customer satisfaction: provide all departments and companies involved in call resolution with online access to task lists for effective resolution
  • Automated workflows: create automated processes that enable tasks and responsibilities to be assigned correctly
  • Improved SLAs: track and manage all SLAs, including automated escalation to management to deliver a professional service
  • Informed management reporting: access progress reports and provide clients with relevant information
  • Secure access: authorize the right people to have visibility of the relevant information

A superior online client management solution

Resolve incidents, queries, and complaints

The configurable CWC Call & Incident workflows allow you to swiftly analyze all incoming calls. Both automated error messages from machines and manually logged calls or emails from customer service departments can be processed alongside each other in the software, helping you to quickly determine the cause of any issue and view or process tasks online.

Manage calls online

CWC Call & Incident simplifies the tracking and reporting of the progress and quality of calls and the scoring of SLAs against targets. The software also enables you to manually or automatically escalate issues to management when required.

Handle issues effectively

CWC Call & Incident has the ability to differentiate between first-line (CIT or bank employee) and second-line (machine manufacturer or vendor) maintenance, ensuring that the right people can follow up on all calls in a timely manner.

Track performance

Statistics on calls and incidents, as well as report summaries and graphs, provide a comprehensive overview of the call workflow. This helps the customer service department to easily identify ongoing issues and monitor SLA performance, resolution time, and the number of calls per incident.

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A holistic software approach

Further strengthen customer satisfaction

G+D provides you with an end-to-end software suite to efficiently manage your entire cash processing operation. Combine CWC Call & Incident with the other G+D software products to manage large populations of ATMs and other cash points, predict cash demand on cash point and cash center level, and optimize cash transport while improving security and your margins.

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