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 actions that can:

• Shrink the cost of support delivered
• Meet the growing need for business ready support
• Improve support quality and your ability to meet service level requirements
• Ensure the value of support investments are realized

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.

Will walk you through more benefits of SupportCenter Plus 7.5 benefits in the upcoming blogs

Happy Customer Support,

Team SupportCenter Plus 

Team SupportCenter Plus 

 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:

Come on what’s so new, it looks the same?

• Multi-tenancy through Business Units
• Remote Assistance (Integration with Zoho Meeting)
• Computer Telephony Integration (CTI with Asterisk)
• Secured email fetching & sending
• Customer Portal Enhancements
• Request Module Enhancements
• Brand New User Interface

Know more about the new features from here and if you want the complete list of features in SupportCenterplus 7.5, check it out here. We have provided a complete version for a trial download so that you can try our new features.Give it a try and we are looking forward to your feedback... 

Support your customers like never before....

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

Download Guide

Impress your manager with quick analysis and suggestion.

Happy Support!

Team SupportCenter Plus

Tring… Tring..Tring..

Hi Mr.Sylvian, What can I do for you?

Boom…I was surprised to hear my name on the other side and literally forgot what I was looking for. And then I came back to my feet and asked for the local pizza delivery number. It was a wonderful experience and gave a positive impact on the Yellow Pages service.

Computer Telephony Integration (CTI) plays a very important role in supporting your customers. It is defined as the technology of linking of computers and telecom equipment to answer calls, to pull out information from the database based on the phone numbers and even route calls to different people in some cases.

A study by AT&T says that 27% of the customers, who don’t get an answer from the toll free number buy elsewhere or drop the idea of buying the service. It’s better to have computer telephony in such cases. Computer Telephony gives a profound positive effect on the customers and also gives a ‘wow’ experience to the customers. In the modern day business, you are not required to satisfy your customers, but you are required ‘wow’ them every time.

The major applications that a CTI can provide you is
1.    Call Answering
2.    Call Routing
3.    Pulling out customer data from the Data Base
4.    Interactive Voice Response ( IVR)

Think about this scenario, you are in customer support and you have an annoyed customer, who has mailed you 5 or 6 times that day. He is now calling you on the phone; you pick up and answer him with utmost sincerity, giving out his latest problems and possible solutions. I assure you, you are going to win him forever.

Now for the interesting part, in the next major release SupportCenter Plus 7.5, we are introducing CTI Integration. It will tightly integrate with the Accounts and Contact management module in order to give you data about the customer. We are starting up with Asterix PBX and Telephone Platform (Open Source) initially and will support Avaya, the market leader in Q2. Now that’s something interesting cooking up for you in the SupportCenter Plus kitchen.

The Change

As our ManageEngine Brand is leaping ahead in the IT Management space, the ManageEngine team has taken a decision to change their support email addresses in synchronization with the brand name. So now on the Support email address for SupportCenter Plus would be supportcenterplus-support@manageengine.com

The previous support email address support@supportcenterplus.com is still active and our support team will continue to serve the mails received in that mail address. But we request you to add our new mail address to your mail client to prevent the loss of emails (as our reply address would be the new mail address). We have received some complaints from customers on this issue and we apologize if any inconvenience caused by the email address change. Please support us in this change and help us to support you better.

The Discussions

We are preparing for a wonderful 2009 with new features, strong enhancements to the existing features and a lottttttttt ( I am not exaggerating ) of changes. We like your participation in this development process so that we can bring out features , which will help you to help your customers, better.

Join us for Forum Discussion on Time Sheet Module here and on Customer Portal Enhancement here.

And from SupportCenter Plus Team, We wish you Merry Christmas and Enjoy the fun filled holidays…

Questions are the life line of any support team. The more the questions asked, the better the customer support becomes. Our customer support has become better by your queries. We thank you for it.

In making it even better, we have tried to put a collection of frequently asked questions and answers about Supportcenter Plus. This will actually help people to install the product easily and troubleshoot some basic issues.

Here is the link

http://manageengine.adventnet.com/products/support-center/faq.html

We would be happy to have your feedbacks on the same and mail your suggestions to supportcenterplus-support@manageengine.com

So here is the Main Course for SupportCenter Plus 7012. There were lot of queries from our customers on one particular integration. Yes, finally SupportCenter Plus will have Active Directory Integration from 7012.

Active Directory Integration:

Active Directiory Integration is important for a Customer Support Rep because it will allow him to log on through his Active Directory authentication and is also more secured than the usual login procedure.  SupportCenter Plus will support the following features regarding AD Authentication,

1. Importing Active Directory Contact Details to SupportCenter Plus.

2. Automatic Synchronization with Active Directory in order to track changes.

3. Enabling and disabling logins for Active Directory users in SupportCenter Plus.

How to enable it in SupportCenter Plus?

1. Try to identify the two new icons in the Admin Page ( Refer Screen Shot). The Windows Domain Tab will allow you to add a new windows domain to SupportCenter Plus.

2. The Active Directory Tab will allow you to import users from Active Directory, enable active directory authentication and also specify the synchronization period.

3. The logins for the added Support Staff can be enabled in Support Rep Tab in the Admin Page. The logins can be combined with relevant roles.

Of Course there are some limitations with respect to AD Integration like the Single Sign On feature, but we are intended to provide this enhancement in one of the upcoming releases.Active Directory Integration will be one of the nicest additions to your Support because it will help in better utilization and also increase the security in login authentication.

Hope my blog post helped you in configuring the AD Integration.

Download the latest version of SupportCenter Plus Here for enabling these features. We had the starters, Main course and of course there should be a Dessert. Wait for the Hot on the Plate - III, untill its Sylvian Signing Off.

P.S: Feel free to buzz our support team at support@supportcenterplus if you have any problems in updating to the latest release.

I am not here to give you release updates and issue fixes, but talk to you about some nice features that have come up in the recent release of SupportCenter Plus - 7012. Of course, it's a follow up from What's Cooking Post.

First things first, Canned Responses are officially released in 7012. To know more about it, check my What's Cooking post here.  I am going to talk two other simple features in this post.

Email Signatures:

We had some of our customers worried about typing the Email Signatures every time they type a reply. Our Internal customers - I mean the Support Staff of ManageEngine were the most demanding. We have come up with the option of adding Email Signatures to your replies.

To enable it, click on the Personalize tab in the top right, and add the signature on to the system. Check the Screen shot for better understanding.

Notifications to Account Managers & Primary Contacts:

This was one of the those features, which was asked by some of the customers. There was no particular way for the Account Manager and the Primary Contact of the customer to track the request threads, because there were no specific notifications given to them whenever there is a change in the request.

By Account Manager, we mean the person who manages a set of particular customers (clients) in your company and by Primary Contact we mean the person from your customer's company, who can view  all the requests of his account.

Now SupportCenter Plus has come up with the notification option, by which notifications can be configured for Account Manager and Primary Contacts. Check the screen shot for better understanding.

Download the latest version of SupportCenter Plus here to enable these features....

Well, thats good for the starters, wait for the main course in Hot on the Plate - II for something special...