What is 'care program' in SAP CRM-CEC - Collaborative E-Care Management?

care program - Overview

• Component: CRM-CEC

• Component Name: Collaborative E-Care Management

• Description: A document containing the information required to implement a wellness or disease management program for selected members. This information includes a list of participating members and generic care plan information.

care program - Details

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  Key Concepts: 
  The SAP Care Program is a component of the CRM-CEC Collaborative E-Care Management suite. It is designed to help organizations manage customer service and support operations. It provides a comprehensive set of tools and processes to help organizations manage customer service and support operations more efficiently and effectively. 
  
  How to use it: 
  The SAP Care Program provides a range of features that can be used to manage customer service and support operations. These features include: 
  • Automated ticketing system – Automatically create tickets for customer service requests, assign them to the appropriate personnel, and track their progress. 
  • Knowledge base – Create a knowledge base of frequently asked questions and answers to help customers quickly find the information they need. 
  • Service level agreements – Set up service level agreements with customers to ensure that their requests are handled in a timely manner. 
  • Reporting – Generate reports on customer service performance, such as response times, resolution times, and customer satisfaction ratings. 
  • Analytics – Analyze customer service data to identify trends and areas for improvement. 
  
  Tips & Tricks: 
  • Use the automated ticketing system to quickly assign tickets to the appropriate personnel and track their progress. 
  • Utilize the knowledge base to provide customers with quick access to answers to their questions. 
  • Set up service level agreements with customers to ensure