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Customer Relationship Management
A successful CRM strategy gives an organization the insight needed to maximize sales, services, marketing, and development efforts and to create lasting customer relationships by improving customer satisfaction. TechExcel CustomerWise is an integrated CRM software application for managing customer relationships throughout the entire customer lifecycle.
Customer Support and Professional Services
A well managed customer help desk, field services team, and professional services program improves customer satisfaction. CustomerWise Support enables services teams to manage customer requests and work closely with sales and development teams to transform customer feedback into product/service improvements.
Sales Force Management
An effective salesperson needs information to manage opportunities and existing accounts effectively. CustomerWise Sales gives salespeople access to the marketing collateral, product development news, customer support issues, customer survey results, website download behavior, customer assets and maintenance plans, and competitor information needed to manage the relationship and work the opportunities.
Marketing Automation
Does your marketing team have the information needed to create effective marketing campaigns? CustomerWise Marketing provides web analytics, download management, email campaign tracking, lead source tracking, and bulk list imports so you can track leads and lead conversion rates for marketing campaigns. Learn how to improve marketing activities to increase sales.
Integrated CRM
Integrate CustomerWise with existing applications using the LinkPlus web services API (add a link to the LinkPlus page). Or, see how CustomerWise seamlessly integrates with TechExcel DevSuite (add a link to the DevSuite page) to improve collaboration with product development teams.
Features
Customer Service and Support
- Incident and Request Tracking
- Customer Self Service Portal
- Team Group Management and Automatic Incident Routing
- Workflow and Approvals
- Email and Activity Tracking
- Time Tracking and Billing
- Integrated Knowledgebase
- Reporting Dashboards and Analytics
- Definable Interface
Sales Force Automation
- Account and Contact Management
- Sales Opportunity Tracking
- Forecasting and Reporting
- Knowledgebase with Auto-suggest
- Email Integration and Alerts
- Sales Activity and Call Tracking
- Quoting
- Mobile
Marketing Campaign Management
- Marketing Project and Campaign Tracking
- Lead Management
- Marketing Collateral Knowledgebase
- Email Campaign Tracking
- Website Activity Monitoring
- Download Tracking and Analysis
- Web Survey and Customer Feedback
Reap the Benefits:
Top 6 Reasons for Choosing CustomerWise
1. Fast deployment with easy installation and automated upgrades.
2. Intuitive user interfaces reduces training time and gets users up to speed faster.
3. System customization to suit individual demands: easily configured workflow rules that can be changed to control the business processes based on your organization's mission.
4. Respond quickly and efficiently to conditions that can disrupt critical services by automating incident and problem management processes.
5. Empower users with a comprehensive knowledgebase to dynamically search for solutions and advice.
6. Act as single point of contact for user requests, user-submitted incidents and infrastructure-generated incidents.
Extensions
FormWise>
FormWise is a web-based form management solution for CustomerWise. 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. Forms can even be routed automatically to the appropriate individuals for completion, approval, and processing, improving your team's efficiency.
FormWise improves data collection and analysis across departments. Web-based forms may be integrated into existing websites to improve customer interactions including customer profiling, surveys, product registration, feedback, and more. Take full control over your lead generation demands with FormWise qualifying questions and automatically route marketing data to your sales team for further review.
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.
Features and Functionality
- Create web forms - Easily create custom form templates using pre-defined formats such as drop-down menus, list boxes, check boxes, text fields, radio buttons, multiple columns, or dates.
- Process triggered forms - Define triggers based on your support process, sales workflow, or marketing tasks. Examples include auto-create customer survey forms when certain support incidents are resolved.
- Data driven form generation - Automatically generate and send forms to company team members or customers based on workflow or other criteria.
- Customer initiated forms - Enable forms to be initiated by your customers. Information submitted is stored with the customer record for profiling and future reference.
ProjectPlan
TechExcel 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. A clear view of project details derived directly from the underlying service management application provides managers greater insights to be derived from project data. ProjectPlan includes project management features such as: Gantt charts, resource scheduling, project baseline, milestone management, reporting, and process automation. ProjectPlan is the ideal tool to meet the ever-changing complexities of modern project management.
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
Features
- Industry-Standards Compliance: support for industry-standard features minimize training time and make the most out of current investments.
- Gantt charts
- Resource scheduling
- Event calendar
- Critical paths
- Baseline comparison
- Integrated Project Planning for IT service and support: ProjectPlan provides the high-level planning features that seamlessly integrate with TechExcel service and support applications that provide detailed task management functions. ProjectPlan allows managers to drive projects using real-time data enabling better overall decision making and management.
- Knowledge Management: Shared knowledge between directors, managers, and implementation teams provides clear communication and a shared project vision. Link project information, requirements, designs, and other documents and share knowledge throughout the planning phase. The documents are then communicated to resources involved in the execution of the project.
- Promote teamwork and collaboration: Directors, Project managers, team members, and other stakeholders can access project plans over an intranet, extranet, or the Internet. ProjectPlan is built on a secure web-services model.
- Built-in reports and analysis: ProjectPlan reports provide project management the insight to identify and mitigate risks before they have a chance to affect the project. ProjectPlan reports also feature powerful historical analysis, enabling a company to analyze factors in past projects.
CTI
TechExcel CTI Data Connector provides integration between CustomerWise and your existing phone system infrastructure. CTI integration provides service engineers on-screen telephone interfaces, one-click dialing, and incoming and outgoing call event automation. The CTI agent allows service analysts to view current call-queues and missed calls.
The TechExcel CTI Data Connector serves as an integration layer between CustomerWise and one or more phone systems. Call tracking events within CustomerWise allow managers to report on total call events, even if multiple locations use different phone systems.
Advantages of the CTI Connector:
- 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.
“Using CTI (Computer Telephony Integration) to “pop screens,” has been known to average a 20% reduction in AHT (average handle time).“
Source: International Customer Management Institute
LinkPlus
TechExcel LinkPlus is an application programming interface (API) enabling automatic real-time data synchronization between TechExcel Customer Suite software and third party or legacy applications. TechExcel LinkPlus can be web-services based or as COM module implemented as Active X controls. Integrating data with third party or existing applications allows businesses to maximize current investments while increasing data visibility for internal team members.
Benefits
- One-way synchronization: Synchronize data from third-party business software to TechExcel Service Suite applications.
- Two-ways synchronization: Bi-directional data synchronization between third-party business software and TechExcel Service Suite.
- Search, update, import and export customer, contact, incident, and event data from third party or custom applications.
Features and Functionality
- One-way synchronization: Synchronize data from third-party business software to TechExcel Service Suite applications.
- Two-ways synchronization: Bi-directional data synchronization between third-party business software and TechExcel Service Suite.
- Search, update, import and export customer, contact, incident, and event data from third party or custom applications.
DownloadPlus
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. DownloadPlus enables businesses to enhance their web presence by integrating web activities with their customer records to improve sales and customer service.
DownloadPlus does not require any programming or HTML. With customer download activities tracked automatically, sales and marketing managers can accurately and intelligently qualify sales leads. DownloadPlus provides controlled download management for all downloadable files, from software products and documentation, to marketing materials and multimedia files.
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.
Features and Functionality
- Powerful download management, customer survey, and comprehensive activity monitoring.
- Web site reporting to identify trends and enhance the customer experience.
- Integrates with existing FTP and HTTP servers.
- Seamless integration with TechExcel Service Suite - customer download and survey activity is automatically linked to the customer record and tracked along with the customer status.
Wireless Web
TechExcel ServiceWise Wireless Web provides users access to real-time incident or request information through a secure portal optimized for mobile devices. All ServiceWise users including service engineers, field service technicians, managers, salespeople, and end-users may access and manage incidents from anywhere, at any time, using a handheld mobile device.
Real-Time Access Anywhere
Using the Wireless Web module, users have real-time access to project information. Allow your technical analysts, service technicians, and even end-users to open, close, update, and forward any incident from anywhere at anytime. Data views and updates occur immediately because of the live internet connection - no syncing required.
Benefits
- Managers = search by priority or customer, re-assign incidents remotely, update incident status, generate approvals, etc.
- Service Technicians = view existing To-Do list, respond and update incidents, Web Conversation with users, etc.
- End-Users/Customers = Submit new incidents via mobile device, reply to web conversations with service team, etc.
Features and Functionality
- Real-time project information through a secure portal optimized for mobile devices.
- Search for customer data, contact information, incidents, opportunities and more.
- Complete approval requests and update incident and task status remotely.
- Create, edit, and update existing customer data including incident and opportunity information.
Hassle-Free Administration
All TechExcel ServiceWise settings, including workflow, user defined fields, user privileges, automation rules, and more are defined in a single intuitive administrative application. The settings defined by the administrator are enforced across all user interfaces including the standard web client, windows client, web portal, and mobile portal.
Tech Information
DBMS:
- Microsoft SQL
- Oracle
- Microsoft Access
- Other OBDC Compliant Db
Server:
- Windows NT/2000/2003
- IIS 5.0 or higher
- .Net Framework 2.0 or 3.0
- 512 MB RAM
- 30 GB Partition Size
- 1.8 GHz Processor
Virtual Server Support:
Web:
- Internet Explorer 5.0 or higher
- Netscape Navigator 5.0 or higher
- Mozilla Firefox 1.0 or higher
- Apple Safari 1.0 or higher
Pricing
TechExcel CustomerWise Purchase |
Software |
$ 5000 |
Regular User License |
$ 900 per user |
Suite User License |
$ 1200 per user |
CustomerWise Add-On Applications
Add-on applications increase the per user license cost for all licensed users. |
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