Toll Free US: +1 888 720 9500
Intl: +1 925 924 9500

SupportCenter Plus

Customer Support Software
Streamline communication between your customers and your support organization
  • Automated email to trouble ticket creation
  • Mini CRM like account and contact management
  • Self-service portal for your customers to get answers
  • SLA management for compliance and violations
Success Stories
"We did extensive testing of many customer support software and this is the best."
-Rasmus Hassing Larsen - Informi GIS A/S » Download Free Edition | 30-Day Trial
Contact Management Previous Service Level Agreements Product Catalog Contact Management Next

Contract Management

SupportCenter Plus allows you to create, manage and store service contracts with your Customers. You can define your support plans and SLAs based on the service contracts. This helps you to serve your customers with-in the specified time and inturn improves customer satisfaction. These information are used in the Customer Billing section to calculate the cost/incident and cost/hour for service.

You can configure support plans based on

  1. Hour
  2. Incident
  3. Fixed Plan

Different costs can be assigned to each type of these support plans. This helps you serve different customers differently.

Customer Contract Management  

Features

  • Define SLAs and support plans to track customer service contracts .
  • Set the time in SLAs before which the request should be resolved .
  • Automatically assign the appropriate contract to the requests based on the customer who generates this request .
  • Automatically update SLA rules to the request to determine resolution time .
  • Use resolution time to identify cost per incident based on cost/hour agreed with the customer.
  • Notify Administrators/Account Managers about the expiry of the contracts.

Benefits

  • Helps handle different customers differently.
  • Sets customers expectations and based on which work can be planned .
  • Helps you bill your customers correctly based on the exact resolution time.
  • Helps manage and renew your customer service contracts on time periodically .

Customer Billing(Time Entry)

Customer Billing(Time Entry)

Time entry is tightly coupled with the Contracts Management. Based on each request resolution times for every customer, total hours spent for every customer can be identified. When cost/hour is included with this then the customer can be billed accordingly.

Every customer purchases Hours of customer service or No of Incidents to be resolved in the customer service. Time entry can be calculated either based on hours or no of incidents with hours spent on each incident and reports can be periodically generated for customer billing.
Contact Management Previous Service Level Agreements Product Catalog Contact Management Next
Customer SupportDesk