EnterpriseWizard Overview

EnterpriseWizard Overview

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To provide 24/7 help and reduce your support costs, EnterpriseWizard includes an interactive FAQ that is fully integrated with the knowledgebase and the customizable look and feel means that your visitors will enjoy a seamless experience whether the product is hosted on your server or ours.

To streamline your customer support process, EnterpriseWizard lets you designate the answers to common issues as "Standard Solutions". Your technicians can find the best standard solution using a keyword search while they are responding to customer inquiries.



The ticket summaries are immediately displayed and the appropriate fields can be appended to the fields in the current ticket or can replace the existing field.

To keep your business running smoothly, EnterpriseWizard provides full Workflow functionality.



Based on the rules you define with the point and click interface, information is routed directly to the correct individuals or groups. With support for automatic e-mail notification, re-assignment and scripting, Workflow reduces administrative load, automates the flow of information in your company and ensures that sales, support and marketing work together effectively.

While Workflow automates the flow of control from department to department, the Business Rules engine automates backend processes and interaction with other enterprise systems. For example, it might send an alert if an urgent issue has been left standing for too long, or distribute reports and notifications necessary for regulatory compliance.

Creating a business rule is easy with the wizard driven interface.



Rules can be triggered by real-time events, time intervals or a combination of conditions.



Integration with the GUI, API and Email systems provides power and flexibility.



The system understands that different rules and assignments need to apply at different times for organizations that operate across multiple time zones with distributed suppliers, sales and support organizations.



Business rules can interact directly with other business processes or third party databases, trigger emails and update system data.

It is like having a dedicated staff that works 24/7 to keep your business running smoothly. Each of your business goals are implemented precisely, without the possibility for "human" error and at almost zero cost.

Now your staff and users no longer have to supply a login name and password, they can login instantly using single sign-on / NT authentication.

EnterpriseWizard can import and export data in standard, tab-delimited ASCII, or proprietary formats. Data can easily be imported or exported to other database, spreadsheet, contact management or word-processing applications.

To prevent against the loss of data though disk failures, a fully automatic backup utility is built into the product.

Charts, reports and dashboards provide a wealth of graphical feedback. There are too many charts to list here, but they include charts showing lead conversion rates, sales projection, the number of outstanding requests, the rate at which issues and requests are submitted on an hourly, daily, weekly or monthly basis, the severity of tickets, the average time taken by staff members to resolve problems.



An unlimited number of additional custom charts may be defined and the default charts modified in a couple of minutes each using the wizard driven browser interface.

Trend charts and reports show how your company is progressing and provide the business intelligence you need to judge the impact of strategic decisions.

The drag and drop customization allows custom charts from multiple tables to be combined to form dashboards in a few seconds.





The data behind the charts is available with the click of a button.

With a few mouse clicks, managers can define custom reports, view them immediately and save them for re-use later.

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EnterpriseWizard will generate reports at specified times each week or month and email them to you automatically.

Supervisors and/or staff can be notified by e-mail of newly submitted tickets or particular situations, such as response times exceeding specified limits or new tickets assigned to them. Escalation rules are unlimited and easily customized.

EnterpriseWizard allows self-registration, if you do not want to import or create logins for your users or support staff.

The ability of users to self-register can be enabled or disabled with a couple of mouse-clicks.

You may embed user names and passwords in HTML strings to allows users to login to EnterpriseWizard with a single mouse-click.

The same HTML string may contain the page to which the user is returned on exiting EnterpriseWizard. It may also specify which screen should appear first, such as the New User Form, the Search screen, the Novice Welcome screen etc.

The integrated chat facility allows your staff to communicate with multiple customers concurrently, reducing support costs and telephone charges.

Incoming e-mail can be popped from multiple email accounts to automatically generate different kinds of records and send confirmation to the sender in regular text or full HTML format.




For example, the sender might receive the above confirmation message.

EnterpriseWizard provides for both automatic and manual generation of outgoing e-mail messages in plain text or HTML format. These messages can contain variables such as the users name ($Name in the example above) that are automatically substituted into the text.

To avoid the problems of email communications and ensure that all transactions are fully logged, the Workflow and Business Rules engine can generate automatic hotlinks as part of outgoing emails (see sample email above) that can log the user back into the individual record:



These hotlinks may also be configured to set specific fields and take the user to your choice of URL when he has finished.

The instant messaging feature can be used to send messages to specific individuals or teams in real time.

The History functionality tracks all record changes, so a full history of each transaction is available.

The integrated HTML editor enables the creation of rich online content.

Text containing URL information, such as http://www.enterprisewizard.com is automatically converted into working hotlinks.

Multiple files of any kind may be attached to a record either though the Web interface or through incoming e-mail.

Each issue or request is tracked by a user-defined set of criteria and an automatically assigned ID.

This ID is available as soon as the record is created, so your staff can provide the ID to customers as soon as they call. (By comparison, many systems do not provide an ID until the record is saved, so customers are forced to wait until all the fields have been entered before they can get a reference number).

The integrated Full Text Search (FTS) engine provides a fast natural language search capability with synonym support, to assist staff and end users in finding the information they need, in the database and in attached files.

Advanced searches with complex logic are easily defined or customized using a Saved Search GUI that supports parentheses, variables and global values. For example, the above search took less than 1 minute to define

During a search of the database, any field or combination of fields can be used to specify the order in which results are displayed to the user.

The results can also be sorted interactively by simply clicking on the column heading.

Custom searches can be saved with your choice of name.


Saved searches are immediately available from the pull down menu bar.

Tickets for similar problems can be linked so solutions need to be specified only once.

Multi-language support allows your sales, support and marketing organizations to provide 24/7 support and services worldwide.

You do not have to choose between languages, the product can be accessed in multiple languages simultaneously, with all messages, wizards, status reports and field labels automatically provided in the language of the user's browser, or chosen manually.