Ticket Management

  • Track ticket ID, contact information, type, status, urgency, assignment, and date needed
  • Schedule phone calls, meetings, and actions to follow up on open issues
  • Automatically assign tickets to the appropriate resource based on product, location, or skill
Ticket Management

Returns & Defects

  • Ensure product returns are processed efficiently and accurately
  • Record defects, shipping instructions, serial numbers, attachments, and comments
  • Track defect details including ID number, severity, priority, status, problem type, description, and source
  • Provide a communication medium between support and product departments
Returns & Defects

Service Contract Management

  • Track contract details such as service level, price, time and/or dollars remaining
  • Manage multiple contract types – per incident, time period, or dollar amount
  • Track time spent on individual tickets and support issues
Service Contract Management

SpeedSearch/Knowledgebase

  • Perform an advanced keyword search of any Sage SalesLogix table or shared network directory
  • Reference prior tickets, attachments, standard problems and resolutions, activities, and notes/history
  • Populate resolutions automatically into service tickets with one click
  • Archive approved resolutions in the knowledge base for future reference
Speed Search/Knowledge Base

Alerts & Workflow Automation

  • Monitor data proactively and receive alerts when service conditions are triggered
  • Automate user/date-time stamps, ticket punch-in/out, ticket number, and assignment
  • Configure email workflows, escalation conditions, and notification routing
Alerts & Workflow Automation

Reporting & Analytics

  • Capture data and analyze key customer service/support metrics
  • View issue totals by category, escalation history, unresolved issues, and a weekly recap
  • Using advanced analytics, drill down into details about call type, time to resolve, product issues, and individual performance
Reporting & Analytics