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 Customer Service Management
Customer Information
Cogsdale’s Account screen allows customer service representatives to view all the information about the customer in one place. It also allows users to:
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Drill down to more detailed information |
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Schedule service orders |
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Create payment schedules |
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View payment history |
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View active connections |
Utility Billing
Cogsdale CSM offers fully convergent billing functionality allowing organizations to bill any number of services including: electric, telecommunications, water, wastewater, storm water, sewer, gas, refuse, Internet, telephone and cable. Cogsdale permits importing billing transactions and data from other systems as well as performing the necessary calculations.
The Cogsdale Billing Module provides a variety of billing options for organizations including; Budget Billing, Recurring Billing and Master Billing.
Cogsdale CSM allows users to calculate bills based on formulas with an unlimited number of parameters. We assure infinite flexibility in rate calculation and that any future billing requirements can be accommodated without coding changes. All billing parameters are pre-calculated and stored prior to billing runs, resulting in exceptionally fast billing production.
Permit Management
Permit Management allows cities and towns to manage permitting as an integrated part of the financial management system. Through the Permit window, users can set up, enter, process and print various permits including building, zoning, parking, bus and demolition permits. An unlimited number of user-defined fields can be set up with their own validation and lookups attached to make tracking unique information quick and easy. Permits can be associated with customers and locations already established or they can be added as a permit is created. Permit Management also allows a secondary customer to be attached to a permit to track other parties such as contractors and developers.
License Management
License Management allows for setup, entry, processing and printing of animal, taxi and bicycle licenses and renewals. License Management allows users to set up an unlimited number of license types with a fee schedule for each type. Users may also set up an unlimited number of user-defined fields that can be attached to each license type and completed separately for each license. These fields can also be set up with their own validation and lookups attached to make tracking unique information quick and easy. A unique script can be added to each field to control the information entered or to pull information from other systems.
By-Law Management
By-Law Management allows set-up, enter and/or import, processing and printing of various municipal infractions, creating a file for transfer to state or provincial motor vehicle departments to retrieve the name and address of the owner of the plate. The file is used to update the customer file or to add new customers to the file.
IVR – Interactive Voice Response
IVR is a combination of software and hardware that allows customers to interact with corporate system through telephone interaction. Voice-enabled self-service solutions allow you to satisfy your customer in the most cost efficient manner. Cogsdale’s IVR solution will help you increase efficiency, reduce costs and build a competitive edge. Our advanced computer telephony and speech technologies deliver turnkey customer service solutions that work. The speech recognition used in Cogsdale CSM allow customers to interact with the system using voice commands for increased ease of use and the Voiceprint Identification makes account access even more secure and convenient than the user of PINS alone.
Constituent Relationship Management
Cogsdale works with Microsoft Dynamics CRM to provide greater access to information and services with simpler processes, less paperwork and fewer manual interactions. It also provides improved communication and coordination of services between departments. Citizens and customers have one point of contact within your organization. The system generates an audit trail to ensure responsiveness and enable analysis of services, delivery and costs.
311 Citizen Request
Cogsdale’s 311 Citizen Request makes life easier for your employees and your constituents. Information is more readily available to constituents as 311 provides quick and easy access to all municipal services. Calls that come in are directed to the correct individual by your customer service representatives. Information is accessible throughout all agencies allowing your employees to focus on their day-to-day activities and hand workflow more efficiently.
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