Main Features |
Additional Modules |
Resources |
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New |
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Incident, Problem, and Change Management based on the ITIL framework |
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Integrated Contact and Inventory databases |
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'Quick Calls' for speedy input of common problems |
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Attach files to most record types (e.g. screenshots, product specifications) |
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Integrated and searchable KnowledgeBase for solution lookup |
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HTML call form for internet submissions |
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Full audit trail to track changes in call lifecycle |
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Categorise calls |
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Monitor third party and self adherence to service level agreements |
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Fully customisable look and feel |
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Automatic customer e-mail acknowledgement when calls are logged |
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Extensive management information & reporting capabilities (click here for details) |
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Customers can perform self-help on selected knowledgebase records |
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Customers can log, update and interrogate their own calls within the boundaries set by you |
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Customers can submit calls and make direct enquiries to customer support without recourse to your people resources |
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This reduces your customer help desk costs, releasing your staff to address other issues |
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The WebServer interface presented to your customer can be customised and functionality can be restricted |
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Increase the speed and consistency of call logging on the web by using 'Quick Calls' |
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The webserver is time zone independent; you can provide 24/7 access to support |
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Customers are empowered and helpdesk staff will see a reduction in time-consuming phone calls |
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Calls logged via the WebServer are immediately made available to helpdesk personnel |
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Your remote technicians can access the logged calls and address issues in their remit, even when away from the help desk |
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Management can assess the help desk situation via the WebServer even when not connected to the network |
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The accessibility of remote field service engineers can be tailored to reflect their needs and purpose |
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Maintain control over Customer and Third Party Contracts |
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Produce reports to show customers whose Contracts are due to expiry soon |
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Warning message if attempt to log a call for a customer whose contract has expired |
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Marketing Campaign Management* |
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Produce Form Letters and emails using mail merge functionality |
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Starter kit of Campaign templates is shipped with the software to get you started |
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Multiple Contact Profiling |
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Sophisticated formula editor for effective contract targeting |
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Automated follow-up reminders |
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Sales Opportunity Management* |
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Define your own Sales Stages for close monitoring of Sales Opportunities |
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Forecast sales by Product, Customer, Sales Rep, Sales Region... |
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Seamlessly transfer purchases to Customer's inventory, so the helpdesk has the necessary data to fulflil the support function |
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Monitor third-party Service Level performance |
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Alerts for calls exceeding set dates/service level agreements |
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Monitor self-adherence to service level agreements |
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SLAs can be assigned to Customers, Products, Inventory, or the Incident itself |
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Closely monitor purchase order progression and key stages |
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Purchase Order Authorisation |
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Flexible shipping costs |
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Configurable taxation rules |
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Seamlessly transfer purchases to the helpdesk |
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