 |
No client software
installation: Because FrontSupportWeb is a web application, the
software needs to be installed only once on the server. No need to
install the client software on all the user machines. The users just
need a web browser. |
|
|
 |
Remote access:
With FrontSupportWeb installed on your server, you can access your
customer support data from anywhere - inside or outside the office - all you need is a web browser. |
|
|
|
|
Support for Microsoft
IE & Netscape Browsers: FrontSupportWeb works with both
Microsoft Internet Explorer and Netscape browser. |
|
|
 |
Act/GoldMine data on the
web:
Because FrontSupportWeb integrates with ACT! and GoldMine, you can browse through
your ACT! or GoldMine contact database using the browser. |
|
|
 |
Eliminate Synchronization:
If your company has multiple offices or locations, everybody will use
the browser to access and update the same FrontSupportWeb database
simultaneously. Because data is not replicated at multiple places, there
is no need for any complex data synchronization. |
|
|
 |
Automatic Issue Id (ticket id) generation:
Whenever you create a new issue, FrontSupportWeb will automatically generate a issue id (aka
ticket id) so that you can track this issue by a id. |
|
|
 |
Integration with FrontSupport
& ACT! or GoldMine:
FrontSupportWeb tightly integrates with FrontSupport and ACT! / GoldMine. Any
changes that are made in FrontSupport and ACT! / GoldMine are instantaneously
available in FrontSupportWeb. Click here to read
more on how this tight integration works. |
|
|
 |
Time & Billing:
For each support issue, you can keep track of time and billing
information so that you can invoice your customers automatically. |
|
|
 |
Filters: Filters allow you to see the list
of those issues that you are interested in. An example of such a filter is
"Show me only the open issues that are assigned to me". Filters help you focus
on the relevant issues without having to search through your entire customer support
database. |
|
|
 |
Searching for Contacts: If you know the
name (or the company name) of the contact that you are trying to locate in a long list of
integrated ACT! or GoldMine contacts, you can just type the name (or the company name)
and the matching contact record will be shown. |
|
|
|
Searching for Issues: Often times you want to locate issues based on a keyword or a phrase you remember. Just type this
keyword (or phrase) and hit the "Go" button and FrontSupportWeb will
locate the
issue(s) for you. |
|
|
 |
Customizable Workflow:
FrontSupportWeb
has been designed to support a customizable workflow process so that you can control how a
support issue progresses from one status to the next (New -> Work in Progress ->
Resolved -> Closed) from the time when it reported to the time it is resolved. |
|
|
 |
Customizable Issue Categorization:
FrontSupportWeb allows you to categorize your customer support issues based on:
 |
Product
- e.g. product1, product2 |
|
Priority
- e.g. low, medium, high |
|
Category
- e.g. product defect, new feature request etc. |
|
Area
- e.g. documentation, installation, etc. |
|
Severity
- e.g. minor, major, fatal |
You can setup the above fields with any number of levels to suit company
/ industry / product / service needs. Categorization helps you answer questions like
|
What
are all the issues reported for product X in the last one month? |
|
What
new features are our customers requesting for product Y? |
|
What
installation problems do our customers face? |
Getting quick answers to such questions will
do wonders for your
customer customer support process. Use the insight gained from the answers to improve your
product or service. |
|
|
 |
Net-Update: When a newer release of
FrontSupportWeb is available, you can automatically download and upgrade to the latest version
(via the web) by the click of a button. |
