ManageEngine SupportCenter Plus is a comprehensive help desk management
software that provides help desk agents an integrated console to monitor
and maintain requests generated from the users of various products obtained
from an organization and resolve them at the earliest. The customer support
desk plays an important part in the services industry. It is very often
the first contact the users have in their use of products when something
does not work as expected. The customer support desk is a single point
of contact for end-users who need help. Without this, an organization
could certainly face losses due to inefficiencies in after sales services.
The two main focuses of the ManageEngine SupportCenter Plus are Request
tracking and Customer Account Management. Using the following modules
of SupportCenter, support reps and system administrators can resolve issues
of complex nature in no time and thus reduce the end-user frustration
arising due to time consuming issue resolving process. They can also keep
track of the changing needs of the consumers and hence modify their services
to suit the customer requirements and thus delight them.
The request module functions as the customer support desk where requests
are fetched and necessary solutions are provided by assigning support
reps to resolve issues reported.
When you log in to ManageEngine SupportCenter Plus, the application displays
the SupportCenter Plus home page that contains information on pending
requests, overdue requests, requests assigned to the user who has logged
in, individual user's task list, and depending on the user login, the
other dash board views.
Requests: Clicking the Requests tab on the header pane takes
you to the request module. This serves as the customer support desk module
where the support requests from individual users are fetched, tracked,
support reps are assigned, and a solution is provided.
Solutions: This module serves as a knowledge base for your customer
support team as well as your customers. Customers can search this for
solutions for issues and solve it themselves. Also, when support reps
resolve issues, they can directly convert these resolutions as knowledge
base articles. To view the solutions, click the Solutions tab in
the header pane.
Contracts: Contract management helps you to track all the available contract vendors and their contract details, to maintain all support contract details in one place. It helps you to know accounts support plan and support type covered under the contracts. Also it helps to set up email notifications to renew contracts before the expiry date.
Accounts: The main objective of the
customer support team would be to keep track of the various customer related
information and keep it up-to-date. SupportCenter Plus allows you to add
your customer accounts and their contact information, update and track
them periodically. The account information gives you details on the customer's
organization and purchase details. This will give you details about the
purchases that the company has made and the kind of support that needs
to be provided to them. To view the Account details, click the Accounts
tab in the header pane.
Contacts: The contact information tracking enables you to have a tab
on what is the latest progress on the status of the customer, the type
of customer and other such related information. To view the various contacts
and their details, click the Contacts tab in the header pane.
In addition to these, SupportCenter Plus has GUI-rich reports for requests
and user survey. There are predefined sets of reports that help you evaluate
the efficiency and productivity of your customer support team, the load
of requests handled by the team, the customer database and their history
and much more. Also, the SupportCenter administrator can configure various
helpdesk, customer, and enterprise-related settings, such as the working
hours of the organization, service-level agreements, user roles, customer
details, accounts, contacts, and many more.
Based on the permissions provided by the SupportCenter Plus administrator
to each of the users of the application, you will be able to access the
above modules. If you do not have the access permission, contact your
SupportCenter Plus administrator.
Reports: Reports gives you a group of preset support desk reports generated from the data available in the application. The report types are, Survey Reports, Account Reports, Time Spent Reports, Overdue Reports, Completed Reports and so on. Apart from the preset reports you can also customize your reports using Custom Reports option.