Attend to all customer complaints, incidents and issues raised using a cloud/ web - based solution that automates the support system of any organization by providing real- time assistance to the customers.
A software solution that the business use to manage customer support inquiries, track progress, and ensure that all customer issues are addressed in a timely and efficient manner. A Web/ Cloud based solutions for the reporting of the issues and concerns of stakeholders.
Valued Customers
Benefits
One Centralized System
A computer system that provides centralized control, where all the resources, data, and operations are managed to improve security.
Automation
Helps streamline manual and repetitive tasks to increase efficiency, reduce costs, and improve accuracy on the expected output.
Scalability
Enables to manage the increased demands by adapting and expanding its resources or capabilities.
Maintain a High Level of Service
Improves customer satisfaction, exceed the expectations, increase loyalty, and build reputation.
Streamline Operation
Refers to optimizing and simplifying processes and procedures within an organization to improve overall performance.
General Features
Customizable Workflows that support data capturing data processing, presentation of results, escalations and approvals that eliminates hard coding for required changes
Faster submission, approval and processing, and resolution of issues and raised concerns through workflow
Provide system notification for any transaction made in the system that needs appropriate action
Have role-based access and support different Roles
Better tracking of actions and changes in the data inside the system through audit trail module
Interoperable for easy integration with other IT systems
Data Privacy Act (RA 10173) complaint
Passed the VAPT security testing and OWASP Top 10 reference standard
How It Works
Features & Functionality
Dashboard Management
- Customizable Dashboard that displays, tracks, and monitors the Helpdesk System through real time information of issues such as summary on number of issues per status, top issues, aging issues in the form of tables, line charts, bar charts and gauges.
- Advance keyword search facility or variety of search methodologies to quickly find certain ticket/ issue, knowledge base article, customer/ user profile and other data.
- In – App analytics that provides insights to the management that supports decision making.
Knowledge Base Management
Obtain an updated information that can be created or added and modified which can attach files in different types from various sources such as Frequently Asked Questions (FAQs), Job Aids, policies, resolutions, workarounds and others.
- Organize proper classification with indexing/ tagging of knowledge base articles that can be linked to incidents, requests, and problems easily.
Requester/ Customer/ User Profile
- Creation and modification of user information of personnel such as Name, ID, Office, Address, Contact Number and other required data can be captured with predefined forms and templates to add and update fields, columns and parameters.
- Ability to link Requester/ User Profile to the created incident, service requests and problem of the users.
Workflow Management
- With Configurable workflow process for each defined issue/ request type with option to define the owner per workflow step with computation of the time spent or Turn-Around-Time per processor and/ or Department/ Section/ Unit to complete the processing of the issue of request.
System Security
- Ensure security with Two-Factor Authentication using Password and Captcha and Configurable Password Policy. Facility to view a complete history or audit trail that monitors the activities done by each authorized user on the system that can be retrieved and generated easily.
Notifications
- Send email/ in-app notifications for all status of tickets to concerned/ assigned users, creation of user account and reset/ forgot passwords of users.
Feedback/ Survey Management
- View automated user satisfaction survey that collects feedback from end users customizable feedback form.
Configuration Management
- Accessible and efficient administration of system configuration and management with user maintainable reference tables, libraries, and configurable workflow.
User Management
- Capable of enforcing role-based access to different types of user for restriction and grant of access per module.
Service Requests, Incidents, Tickets, and Issues Management
- Maintain, identify, and manage the reported incidents, issues, and service requests within the agency/ organizational unit.
- Escalate to multiple or various assignees, individual employee, group of employees or organizational unit as needed with categorization, priority matrix, monitoring management and others.
- Allow requesters from various channels to create, modify, escalate, resolve, close, and cancel the incident, issues, and service requests to concerned parties
We know that you want to serve your customers the best way possible. Let us help you.
