PhaseWare - Customer Information is power

PhaseWare Tracker - The power of Customer Information

With PhaseWare Tracker customer information is always available. While you are in an Incident you always have the Customer History, Contact History, Quick Customer Information and Quick Contact Information only a click away. We even have some quick information tabs at the bottom of the screen that you do no even have to click on to get information, all you have to do is hover your cursor over these tabs and information populates the tabs and pops up.

Having a 360 view of the customer that you are working with is critical to providing Excellent Customer Support. With Tracker your support team can have those tools that they need to make the customer feel that the support technician understands them fully.

-Hoyt Mann
Co-Founder PhaseWare, Inc.
www.PhaseWare.com

PhaseWare Tracker Knowledge Base Search

PhaseWare Tracker's Knowledge Base is based on Microsoft's SQL 2005 Full Text Search engine.  What this means in non-technical terms is that once you enter knowledge into the database it is easy to search and chances are high that you will find what you are looking for.  There is nothing worse that someone spending the time to capture valuable information on a topic and not being able to retrieve the data in a time of need.

Returning the search results in a "Google Like" results list helps find that small piece of information that could be critical in solving a problem.  This means that searches made to the PhaseWare's Knowledge Base are not performed on an exact patterned based match.  If you search on Printer, the results returned could be phrases that have the words, Print, Printer, or Printed.  This helps find more articles that could assist in solving the problem.

PhaseWare helps Software Companies take their Customer Support to the next level

PhaseWare helps Software Companies take their Customer Support to the next level, by Hoyt Mann Co-Founder of PhaseWare, Inc.

Being a successful Software Company takes 2 things; a product and a customer. The first couple of customers are not too hard to manage, but when the 5 customers become 50 or 500 customers, providing excellent Customer Support can become challenging.

PhaseWare not only brings disruptive technology to the Help Desk software market with products like Sentry, but also moves at the speed of a Software Company. Our technology continues to evolve at the same rapid rate that our customers are moving. Being able to stay 2 steps ahead of the competition helps PhaseWare bring tremendous value to our customers ultimately helping them be more competitive in their select industries.

The PhaseWare solution suite includes three complementary applications that work together to power total customer service across all phases of interaction.

• PhaseWare Tracker is the core application that integrates all areas of help desk support including creating tickets, service level agreements, creating custom reports, billing and maintaining your business process workflow.
• PhaseWare Sentry is our powerful event management tool. It works seamlessly with Tracker to take automatic actions based on business rules criteria you set.
• PhaseWare Concierge is a web-based user portal that lets your customers and employees log tickets, check the status of tickets and access the knowledgebase for self-Help.

All of these tools enable Software Companies to provide a higher level of customer support while reducing the cost of managing customer support requests. For more information on how PhaseWare can specifically help a Software Company become more successful please send an email to Hoyt@PhaseWare.com or visit our website for an online demo at http://www.PhaseWare.com/demo/ .