NAVY 311 Services
NAVY 311 is more than call center support. NAVY 311 offers help desk integration, customer relationship management, business intelligence, metrics services and other enterprise solutions.
Support Community Services: Customer service representatives, personnel, and the non-technical capabilities that enable a tiered response system. The business rules of each tier ensure consistency of support from initial service request through issue resolution. Visit a link to learn more.
Support Request Management Services: NAVY 311 operates a Navy-wide Enterprise Customer Relationship Management (eCRM) Shared Data Environment (SDE) that is a collaborative platform to record, track, and deliver requests for customer support to the appropriate support provider. The environment is a collaborative initiative among the NAVY 311 support community, linking contact centers to support providers, creating a common operating perspective across all support organizations and functional disciplines. Visit a link to learn more.
Business Intelligence (BI) and Metrics Services: NAVY 311 provides analytical tools and decision-quality data to help the warfare enterprises, resource managers, program offices and analysts identify recurring systemic issues and make informed business decisions. The BI tool utilizes the SDE repository of all records to enable data mining to identify trends and thereby enable process improvements and total ownership cost reduction analytics. View a link to learn more.
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