ALM
IT Service & Customer Support
Related Products and Additional Modules
AssetWise:IT asset management
AssetWise aids enterprises in the process of monitoring, controlling and accounting for assets throughout their lifecycle. A single and centralized location enables businesses to monitor all assets important to their mission including company IT assets, managing asset inventories, and tracking customer-owned assets.
Benefits
- Centralized Asset Operations - Sales, marketing and support teams share common customer asset information, stored in a single database, reducing system and data administration requirements and eliminating data inconsistency issues across organizations.
- Automatically detect and track IT assets, inventory, usage, and location. Extend AssetWise with the optional AssetWise Discovery utility for automatic detection of hardware and software detection the network.
- Better control existing assets and make more informed decisions about new purchases.
- Improve customer service with asset information - Link asset information with customers and customer incidents to improve customer service.
- Automate sales order and asset creation so that all purchases are tracked with the proper product properties, versions, and support plan status and dates.
KnowledgeWise: Advanced knowledge management
KnowledgeWise is the knowledge management solution at the core of the TechExcel Service Suite. It is the centralized knowledge base for all company documents including: contracts, processes, planning information and other important records as well as customer facing articles, FAQ's, technical manuals and installation guides.
Benefits
- Centralized knowledge base increases efficiency, mitigates data risk, and facilitates collaboration between teams.
- Define relationships between knowledge and related work items by associating knowledge items with incidents, opportunities, or work projects
- Enable and improve self-service and speed diagnosis and resolution by adding resolved incidents to the knowledge base
ProjectPlan: Project planning and scheduling
ProjectPlan provides integrated project planning and resource management for IT managers and service teams. ProjectPlan gives managers complete control over project information, scheduling, and resource management through its real time integration with TechExcel ServiceWise and TechExcel CustomerWise.
Benefits
- Complete control over any IT service and support project
- Improve project plans that span multiple departments: IT service, change management, and HR projects
- Centralize all project related documents and knowledge
- Intuitive interface gives users "at-a-glance" understanding of complete project scope and resource allocation
- Provides accountability for all phases of project from start to finish
Wireless Web: Interface for Mobile Devices
Wireless Web provides the ability to open, close, update, and forward incidents and opportunities from anywhere while all data is synchronized with the central database. Users may also use the mobile portal to engage in web conversations remotely.
Benefits
- Allow your sales people, service technicians, and even customers to open, close, update, and forward any incident from anywhere at anytime
- Real-time data - Immediately update core application - No more synching necessary
- Single point of administration - Business process settings are enforced across all user interfaces including the standard web client, windows client, web portal, and mobile portal.
CTI: Telephone integration
CTI Data Connector provides integration between TechExcel Service Suite and your existing phone system infrastructure. CTI integration provides service engineers and sales agents on-screen telephone interfaces, one-click dialing, and incoming and outgoing call event automation. The CTI agent allows service and sales users to view current call-queues and missed calls.
Benefits
- Reduce costs by shortening the average length and duration of calls thereby maximizing the number of talk minutes per hour.
- Reduce costs by shortening the average length and duration of calls thereby maximizing the number of talk minutes per hour.
- Offer a faster, more personlized service.
- Improve response time and customer interactions by automatically loading customer data based on incoming calls.
- Queue multiple incoming calls automatically in the background.
- Maintain customer data quality with fast analyst entry when an incoming number is not identified.
- On screen dialing from within the ServiceWise application with a Hotkey or right mouse click.
- On screen caller identification based on existing customers.
- Improve data acquisition activities with the option to create new customers at the incoming call.
- Provide a higher degree of accuracy of data entry.
- Allow analysts to call customers directly through the ServiceWise client.
- Create events automatically within ServiceWise to track all incoming and outgoing calls.
- Increase Professionalism.
FormWise: Online forms and surveys
FormWise is a web-based form management solution for TechExcel Service Suite. Create fully customized online forms and integrate them directly with your workflow processes. The integration of workflow and form processing enables streamlined data gathering, tracking, and form storage.
Benefits
- Manage information and approvals according to your business requirements.
- Go paperless - Replace your current paper forms with sophisticated Web-based forms, and improve searching and accessibility while reducing storage management and paper costs.
- Automatically generate and send specific forms to any corporate team member or customer based processes or workflow.
- Integrate forms with existing web site to communicate with your customers and track customer web activities.
- Take control over lead generation demands by providing capture points and qualifying data to automatically route marketing data to your sales team for further review.
DownloadPlus: File download management
DownloadPlus is an easy-to-use website management application for monitoring file downloads and analyzing website download activities. Integrated with TechExcel Service Suite, Download Plus improves sales lead generation, lead qualification, and software delivery.
Benefits
- Control downloads by product purchased, support plan status, or other download privileges.
- Monitor download trends, interpret detailed survey results, and instantly identify sales opportunities.
- Integrate with existing web sites to provide a professional download interface without the need for programming.
- Track web activity on a campaign-by-campaign basis
