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SupportCenter Plus

Customer Service and Support Software

Solutions for:

Customer Support Manager | Support Representative


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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

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Contact Management

Service Level Agreements

Business today relies heavily on the quality of IT services. Degradations in IT Service delivery can be costly and damaging to business. More and more organizations are implementing strict Service Level Agreements to ensure high standards of IT service. Defining Service Level Agreements is even more critical in the case of outsourcing IT. This place tremendous pressure on your SupportCenter Support Reps to ensure that the required IT service levels are being met.

Features

Define SLA rules to distinguish priority requests by Requester, Department or Category.
Automatically update Requests to apply SLA rules to determine resolution time
Track SLA compliance using automatic escalations (upto 4 levels) in case of SLA violations at pre-defined time intervals
Measure Service level performance using SLA violation reports.

Benefits

Proactive Service level management.
Higher customer satisfaction by delivering service as per customer expectations.
Better communication with customers on reasonable Service Levels.

Knowledge Base

Contact Management

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Managing the customer's requests and queries of any organization of any size, can be a challenge without the right tool in place. Every Customer Support Manager needs an efficient task force - support representatives who are not overburdened, or under-utilized. Routine tasks, jobs, allocations cannot be done manually after a certain limit and automation is the keyword, he should be looking for. SupportCenter Plus combines high level of automation, making sure that tickets get assigned as soon as they arrive, support representatives notified and escalations raised in case SLAs are breached.

SupportCenter Plus also provides a host of different reports on help desk efficiency like completed and overdue requests, time spent reports etc. Service Level Agreement reports help the manager quickly identify trouble areas in his team and take remedial measures. SupportCenter Plus also enables the Customer Support Manager create his own custom reports and schedule them regularly.

Would you like to download SupportCentre Plus now and try it yourself?
Would you like to be contacted for a quick live demonstration of SupportCenter Plus?

A common problem that most help desk representatives face is the lack of systematic control of the help desk. Generally, it is just another human being who manually assigns the tickets and notifies the support personnel. Another common problem is the lack of right information at the right time like the system information for a ticket raised. SupportCenter Plus solves these problems and more. All queries and requests are available to the support representative at a single place.

SupportCenter Plus also allows high level of automation like assigning tickets to support groups as soon as they come and notifying them. This helps them get on the job immediately.

Would you like to download SupportCentre Plus now and try it yourself?
Would you like to be contacted for a quick live demonstration of SupportCenter Plus?

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