Customer Care
ExtendMedia provides an out-of-the-box customer care system to manage OpenCASE services. Whether you use our Entitlement Manager to support your existing operations or want us to handle full front-line customer support and trouble ticketing through our world-class partners, ExtendMedia has a solution to fit your needs.
OpenCASE Entitlement Manager
The Entitlement Manager provides a direct line of connectivity between you and your customers. By empowering support representatives to analyze and solve problems immediately, the Entitlement Manager improves overall customer satisfaction and reduces operational costs.
Through an intuitive and powerful web-based interface, CSR’s can view real-time billing information, check the status of specific accounts and see a list of downloads and / or provisioned devices.
Most importantly, the Entitlement Manager allows CSRs to harness the power of OpenCASE and instantly solve problems such as re-starting downloads, provisioning devices and issuing refunds.
Core Features
Customer Management
- Customer search / account retrieval
- View / edit customer account details
- Reset Passwords
- Block customer account access
- Give full and partial refunds
Device, Asset and License Management
- Authorize / de-authorize devices
- Re-provision content to a device
- Reissue DRM Licenses
- Revoke DRM Licenses
- View number and name of registered devices
Billing and Transactions
- View customer billing info
- View transaction history, products purchased
- Process and refund transactions
Administration
- CSR users can change their own email address and password
- Create administrator roles to manage individual CSR accounts
- Administrators can add/remove CSR accounts, assign roles, change email addresses, reset passwords