FrontSupport
Overview
FrontSupport is a windows based customer support software that enables your customer support personnel to store information for your customer support issues and tracks the issues from the time they are reported to the time they are resolved. Software companies use
FrontSupport to track bugs, defects, feature requests etc.
In addition to storing and managing your customer support information,
FrontSupport integrates the customer support issues with the contact information in your
ACT! or GoldMine contact database.
Two-thirds of customers leave a vendor because of inadequate
customer care.
- Yankee Group
If a company can decrease customer defection by only 5%, it can
double its profits.
- Harvard Business Review
Given what the analysts say, there are atleast 2 good reasons you need FrontSupport:
- Customer Support:
FrontSupport enables you to track and manage
your customer support issues from the time they are reported to the time they are solved.
This improved customer management will help you eliminate the customer defection and
increase your profitability.
- GoldMine / ACT!
Integration: If your company uses GoldMine or ACT!
to keep track of customer data, FrontSupport is your natural choice for managing your customer support
operations. FrontSupport will integrate with your existing GoldMine or
ACT! customer database so that up-to-date customer data will be available to your customer support personnel. Share your customer data across different departments of your company.
ACT! is the best selling contact management
software that is developed and marketed by Interact Corporation. For more
details about the ACT! software, visit their website at www.act.com.
GoldMine is one of industry's leading and best known contact management and
Sales Force Automation (SFA) software that is developed by FrontRange
Solutions.
Companies use GoldMine to keep track of their customer information and to manage their
sales process. For more details on the GoldMine software, visit their website at
www.frontrange.com.
Problems in your Customer Support Department: When Mr.Brooks
calls into your customer support department, do you know his details (address, phone no
etc.), whether he is a low priority or a high priority customer, what products or services
has he bought in the past, what kind of support contract he has or who is your account
manager for his company? In most cases, all the customer information is sitting in your
Sales database and so your Customer Support department is out of sync with your Sales
department.
Problems in your Sales Department: How many times has it
happened to you (in Sales department) that you have to meet/call one of your best
customers Mr.Brooks, and the question pops in your mind "What problems has Mr.Brooks
had with our product/service and what is the status of each of those issues?". Even
if your customer support department uses a customer support database, their support
database doesn't talk to your ACT! or GoldMine contact database and so you are still running
helter-skelter with your question rather than prepare for your meeting or call.
FrontSupport
- The Integrated Solution: FrontSupport's integration with
ACT! or GoldMine contact database was designed to solve these problems. The Sales team in your
company stores the customer's contact information (Mr.Brook's details) in the ACT!
or GoldMine contact database. Customer support department will
use FrontSupport to track
customer support issues reported by Mr.Brook and link these customer support issues to his
ACT! or GoldMine contact record. Because of this database integration, all the customer details
(address, phone no, customer type, etc.) from the ACT!
or GoldMine contact database are
instantaneously available to the support department i.e. Mr.Brooks customer data is shared
between your Sales and Support department.
Also, when a Helpdesk issue is created and attached to a GoldMine
or ACT! contact, FrontSupport creates an entry in the GoldMine contact's "History"
tab or ACT!'s "Notes/History" tab.
This means that if you are on the field with ACT! or GoldMine on your laptop, you can open the
"History" tab for a contact and see all the Helpdesk issues related to this
contact and the details/status of each of these issues. This integration
between Mr.Brook's ACT! or GoldMine contact record, and his FrontSupport
Helpdesk data makes it
possible to instantaneously check the status of Mr.Brook's and his issues!
The integration allows data sharing between departments, eliminates data
redundancy, improves communication between departments and helps your company as a whole
to serve your customer better.
FrontSupport has been designed as a generic customer support / helpdesk software that can be used company wide. This is very important in a small/medium sized companies where typically a single solution is used for multiple purposes:
Customer Support Department: The customer support department of your company will use FrontSupport to keep track of all issues/problems that your customers report about your product or service. FrontSupport tracks the life of support issues from the day they are reported to the day they are resolved so that you keep your customers happy and they remain as your customers. Customer issues no longer slip through the cracks and so you don't lose your customers to your competition !
In addition to managing and tracking customer issues, FrontSupport also integrates
your customer support database with your
ACT! or GoldMine's customer database so that your customer support personnel can attach the support issues to the
ACT! or GoldMine's contact record. No need to retype customer address and other contact details in the customer support database - reuse the customer information from
ACT! or GoldMine's database.
Sales: Sales will use GoldMine to keep track of customer information. Since the
ACT! or GoldMine database is integrated with FrontSupport's customer support database, you can instantaneously verify how your customers are being taken care of by your company's support personnel.
Engineering & QA: If your company develops products, the engineering and QA departments will use FrontSupport to keep track of product defects and problems (bug tracking) during the product development. Since all this information will remain in a centrally accessible database, product development coordination becomes easier and nothing will slip through the crack!
Marketing: Marketing will use FrontSupport to categorize and analyze the nature of problems that your customers face and use this insight to improve your product or service. An improved product or service leads to increased profits!
Internal Helpdesk: Your internal HelpDesk personnel will use FrontSupport to keep track of internal helpdesk issues until they are resolved. Eliminate employee frustration by using FrontSupport to track and manage the internal helpdesk requests!
Yes, FrontSupport uses MS Access as its backend database and
integrates with Act's dBASE database or GoldMine's dBASE & SQL server databases.
For more details,
refer to the system requirements page.
