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Overview
Delivering superior customer service is a key ingredient to maintaining your customer relationships. TechExcel CustomerWise helps you optimize your organization's support process by providing your team with everything you need to exceed your customers' service expectations. Through sophisticated process automation, knowledge base management and the availability of customer self-service through the Customer Web Portal, your support team can resolve issues more efficiently and improve your bottom line. Refine your support process to increase efficiency and productivity and significantly decrease overall support costs by reducing the time to resolve incidents. Best of all, TechExcel CustomerWise can be deployed under budget in days or weeks.
Benefits
- Fast deployment with easy installation and automated upgrades
- Intuitive user interfaces reduces training time and gets users up to speed faster
- System customization to suit individual demands: easily configured workflow rules that can be changed to control the business processes based on your organization's mission.
- Respond quickly and efficiently to conditions that can disrupt critical services by automating incident and problem management processes
- Empower users with a comprehensive knowledgebase to dynamically search for solutions and advice
- Act as single point of contact for user requests, user-submitted incidents and infrastructure-generated incidents
Technical Information
System requirements
- Client
- Windows 2000, Windows XP, or Windows NT 4.0 or above
- Pentium PC with 256MB memory and 100MB free disk space
- Microsoft .NET framework 1.1
- Server
- Windows 2000, Windows NT 4.0 Server or above
- Pentium PC with 1GB memory and 500MB free disk space
- Microsoft Internet Information Server (IIS) 5.0 and above with ASP .NET 1.1 Enabled
- Microsoft .NET Framework 1.1
- Supported Databases
- Microsoft SQL Server
- Oracle
- Microsoft Access
Features and Functionality
- Support Managers:
Use TechExcel CustomerWise to manage the support team's workload and track performance metrics, to monitor high priority incidents and to identify critical problem trends.
- Support Engineers:
Use TechExcel CustomerWise to manage the incident resolution process, to build and search the knowledge base and to have Web conversations with customers.
- Development Teams:
Use TechExcel CustomerWise to monitor new product releases for incident trends and to identify problem areas and specific defects to focus on for future releases.
- Sales Account Managers:
Use TechExcel CustomerWise to monitor the status of their customers' incidents, to stay informed when customers submit new incidents and to search the knowledge base.
- Customers:
Use TechExcel CustomerWise to enter new incidents and view the status of existing ones, to search the knowledge base and to have online Web conversations with the support team.
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