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SupportCenter Plus Product Overview

SupportCenter Plus Product Overview. Overview. What is SupportCenter Plus (SCP) Benefits of SCP Licensing & Pricing Questions. 1. What is SupportCenter Plus (SCP). SupportCenter Plus or SCP as it is popularly known, is a : Web based customer help desk software

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SupportCenter Plus Product Overview

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  1. SupportCenter Plus Product Overview

  2. Overview • What is SupportCenter Plus (SCP) • Benefits of SCP • Licensing & Pricing • Questions

  3. 1. What is SupportCenter Plus (SCP) SupportCenter Plus or SCP as it is popularly known, is a : • Web based customer help desk software • Helps track customer tickets • Helps track customer information, their products & contracts • Helps deploy a customer portal for your customers

  4. 2. Benefits of SCP

  5. 2.1 Advanced Email Response Management • Automatically convert customer email to tickets • Makes the subject of the email as the title of the ticket, and the body of the email as the description of the ticket. • Extracts attachments from emails & adds them as an attachment to the ticket. • Automatically routes emails to different departments and groups • Capture the email conversation back & forth from customer to helpdesk, and from helpdesk to customer as one ticket.

  6. 2.1 Ticket Life Cycle Management - 1/4

  7. 2.1 Ticket Life Cycle Management - 2/4 • Multi- channel communication – Portal, Email, Phone, Twitter, Custom Forms & API • Create different forms suited to various business scenarios • Automate ticket workflow through advanced Business Rules • Automatically assign Group, Support Reps and other fields based on the criteria options. • Automatically determine the Due Time based on SLA configuration

  8. 2.1 Ticket Life Cycle Management - 3/4 • View all Conversations, Notes & History of a ticket at one place. • Configurable Email & SMS notifications to all related members during various events of the ticket life cycle. • Instantly get Account, Contact & Contract information during the request tracking process. • Option to insert Canned Responses & Knowledge base articles to the replies. • Option to add images & attachments to the tickets

  9. 2.1 Ticket Life Cycle Management - 4/4 • Option to create views based on customized criteria & also share them with other Support Reps. • Option to assign, merge, edit, delete tickets in bulk. • Option to add Time Entries to ticket • Automatically adjust Due Date of a ticket when it is put on hold waiting for customer response. • Option to print the request in a configurable Job Sheet format. • Option to get acknowledgement for the ticket closure from the customer. • Option to send survey to the customer when a ticket is closed.

  10. 2.3 Account and Contact Management - 1/2 • Account is the customer company & Contacts are it’s employees • Record all information related to Account & Contacts • Import accounts & contacts info from a CSV to quickly get started off • Automatically create accounts & contacts as new requests come in.

  11. 2.3 Account and Contact Management - 2/2 • Define approval mechanism for contact creation • Create contacts as a normal contact or a primary contact • Track Account & Sub-accounts • Track the products/assets that the Account has purchased. • Track the contracts of the Account.

  12. 2.4 Knowledge Base Management - 1/2 • Record troubleshooting guides and how-to questions as Solutions • Solutions categorized under tree-based hierarchy called Topics • Option to expose solutions to customers (public) or to be available only to Support Reps (private) • Option to enter keywords to quickly search for an article/solution

  13. 2.4 Knowledge Base Management - 2/2 • Option to manage the life cycle of a solution : Drafts, Submit For Approval, Approve/Reject. • Option to publish specific set of solutions to specific accounts. • Option to quickly search a solution using natural language search • Option to add attachments to the solution.

  14. 2.5 Customer Portal Deploy a fully customizable customer portal that gels into your company website. Empower your customers by : • Providing them instant access to solutions, troubleshooting guides and other resources online. • Customers can create & track their ticket progress, add notes via the portal • Customers can update their profile, change password etc. all by themselves through the portal • Customers can run their account specific reports online. The above activities on the portal requires no Support Reps to be available and therefore, you save valuable helpdesk time & effort.

  15. 2.6 Product Tracking • Import & track products in SCP • Categorize products by the product types. • Associate them to the Account and track the sale information • Create a tight mapping to Account, Product & the Contract. • Products purchased by account listed during the ticket creation process.

  16. 2.7 Contract Management • Track service contracts of customers • Get alerts through Email/SMS when a contract is nearing expiry. • Also, pop-up alerts are generated during the request creation & request tracking process to provide contract related info to the help desk crew. • Track Support Hours & get info on how it was utilized. • Set contract SLAs – Hours within which the ticket has to be responded/resolved.

  17. 2.8 Time Tracking • Record the time spent for solving customer issues. • Record all the related info like the Hours taken, Support Rep, Account, Contract, Rate Type, Description, Billed/Unbilled etc. • Consume hours from related contract when a time entry is made (if the entry is contract based). • View & Manage all time entries at one place. • Filter the time entry info based on various parameters. • Export as .IIF file (QuickBooks format)

  18. 2.9 Reports & Dashboards – 1/2 • 50+ predefined reports • Option to create custom reports • Tabular Reports & Matrix Reports • Charting options • Option to export reports as PDF, XLS, CSV and HTML. • Option to schedule reports at defined intervals to be sent via email. • In addition, ability to create Query Reports – that help run queries on the database

  19. 2.9 Reports & Dashboards – 2/2 • Around 50 predefined dashboard widgets. • Option to create custom dashboard. • Option to create public & private dashboards • Option to display dashboards on large screens • Option to set refresh interval for the dashboard. • Option to display information across various business units.

  20. 2.10 Business Units • Business Units help partition SCP data for various organizational departments in a way that they can act as independent entities. • All configuration data – Category, Priority, Level, Status, Business Hours, Holidays, Time Zone etc. can be configured for each business unit. • Users can be associated to one of more Business Units • Multiple teams can work independently with just one installation of SCP – Multi-tenancy

  21. 3 Licensing & Pricing • 3 Editions – Standard, Professional & Enterprise • Comparison of editions is available at here . • Licensing & Pricing dependent on 4 parameters : SCP Edition, No. of Support Reps, Multi-language and Add-Ons • Add-Ons include CTI, Zoho Meeting, Addl. Business Units. • Pricing available here

  22. Questions?Mailtosupportcenterplus-support@manageengine.com

  23. Thank you

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