With SupportCenter Plus 7.5 Professional Edition, the support server can now offer Multi-Tenancy through Business Units. This means that multiple SupportCenter Plus installations can be combined into one install, with one central configuration database managing input requests to multiple group data files. The result is lower total cost of ownership for customers requiring a central customer support system environment since we are able manage Customer HelpDesk installs on fewer servers. Response times for single server multi-tenant customer support management are comparable to a single-tenant install.
Multi-Tenancy can be used for companies with separate brands or divisions. Example: a automobile company has two divisions, one that sells motor cycles and another cars. In this model, multi-tenancy would enable the company to have one SupportCenter installation, while each division has a separate database and customization of the application.
| |
|
Each Business Unit may be defined the following way: Group of companies belonging to same verticle, companies in same geographies, companies dealing with same products, etc...Hence the business units can be defined based on your company's needs...  Value offered through Business Units for Customer Support Management:
Happy Customer Support, Team SupportCenter Plus |
Today’s customer support environment puts your company under greater pressure to reduce operational costs and offer business value by your support, your support process needs a service level management and automation of your SLA rules that can:
SupportCenter Plus meets these objective at ease:
Earlier on crossing the SLA defined only a mail can be triggered to the respective manager, now the automation starts at marking the trouble tickets as L1, L2 and L3 and directing to groups as G1, G2, G3 and switches of levels and groups based on escalation criteria.
The benefit of our First Response SLA is to capture the unnoticed tickets which is the first level of escalation for immediate attention. You can configure upto to four levels of escalations where actions automatically get attached to Support Representatives.
SupportCenter Plus gives flexibility and automation of escalation to different levels of tickets or support representatives. This improves the efficiency of your support process by 15%
Also get e-mails triggered on the status of your trouble tickets.
To counteract a significant waste of existing support resources as manual methods of SLA administration are employed SupportCenter Plus SLA actions automate SLA activities. Most important among these are real-time and over-time monitoring and predictive early warning to impending SLA breaches, and the ability to integrate support process and business needs of your customer.
Team SupportCenter Plus
TMCnet identified the release of SupportCenter Plus' latest version. Now, TMCnet, talks about SupportCenter Plus' salient making...
David Sims - a contributing editor for TMCnet has written an article about SupportCenter Plus. In his article titled ''Call Center Software", David talks aboutSupportCenter Plus 7.5 and its potential contribution to the industry...
Below are few excerpts form David's article:
the product can now meet the needs of larger organizations, company officials say the multi-tenancy capability means users can "simultaneously assist internal users from various company departments and business units, as well as help individual customers and customer groups" from a single console.
Its Computer Telephony Integration feature is designed to speed up the time to resolution, company officials say -- "with CTI, when a user makes a phone call for assistance, SupportCenter Plus can match the number from which the user is calling with information about the user's computer configuration stored in a database." At that point the product can route the call to a specific technician.Full article can be viewed here
Team SupportCenter Plus
Dear Readers,
I am happy to share with you the two new initiatives to offer all Customer Support Management Professionals couple of web platforms to share their knowledge:
One is on Twitter: http://twitter.com/supportrep
The other is: Customer Support Management Forum on LinkedIn
Looking forward to your active participation.
Wishing you Simple, Flexible and Lively Customer Support,
Team - SupportCenter Plus
Its undoubtedly challenging to select the right vendor for any software needed at work and its no different task in selecting a customer support software.
Its a daunting chore to get the checklist ready to evaluate different software in the market. Its good to have it readymade, any "Nos"?
Here you go, we SupportCenter Plus offer you an exhaustive list of important features to look at while selecting a customer support software...when the checklist is ready all you have to do is to just cross-verify if the parameters are present in your short-listed products.
SupportCenterPlus Evaluation Guide
Impress your manager with quick analysis and suggestion.
Happy Support!
Team SupportCenter Plus
Corp