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Introducing SUPPORTCALLS

Introducing SUPPORTCALLS. A tour of SupportCalls System in Microsoft Outlook. An issue-tracking add-in for Microsoft Outlook Transforms Outlook to a full fledged service provider. ITIL guided helpdesk with automated and structured way of logging support cases.

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Introducing SUPPORTCALLS

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  1. Introducing SUPPORTCALLS A tour of SupportCalls System in Microsoft Outlook

  2. An issue-tracking add-in for Microsoft Outlook • Transforms Outlook to a full fledged service provider. • ITIL guided helpdesk with automated and structured way of logging support cases. • Designed as a groupware with focus on collaboration WHAT IS SUPPORTCALLS?

  3. Highly optimized for personal email communication • Nightmare keeping track of emails. • Lacks the automation, reporting, reminders and workflowof a ticket over time. Outlook is great, BUT…

  4. To support the organizations' internal logic and workflows • To leverage and integrate existing resources • To automate on helpdesk's repetitive tasks • To caterto remote staffs with web access • To lowercost of helpdesk operations • To capitalize on staff’s existing knowledge of Outlook ExtendING YOUR Outlook …

  5. Caller Exchange Server HOW IT WORKS? Resolution to caller’s issue is communicated via email, phone calls or mobile SMS messaging • SupportCalls Web Access • Technician Web Access (TWA) • Customer Web Service (CWS) • Caller Web Access (CWA) • Web Knowledge base

  6. Logging of emails and webforms queries • Escalation of existing case on replies • Assignment of technicians on the fly • Notifications to callers/technicians AUTOMATIONs

  7. Single enterprise-wide view cases, callers and problems • Common point-of-call for your end-users • Structured workflow for all helpdesk activity • Automate repetitive helpdesk - no manual tasks • Organized state of cases means faster tracking requests and lesser response time. • Identify problem areas and increase helpdesk efficiency • Higher productivity and increased "up-time" for support staffs BENEFITS for your Help desk…

  8. Always in communication loops • Inspires confidence to the help desk service • A knowledgebase for first-level support • Check on the progress or status of the case via web • Request support in a standardized way with web form submission. • Case get resolved in a timely manner and hence customer satisfaction • Finally, helps in building trust and loyalty in your brand BENEFITS For YOUR END-USERs…

  9. System Requirement (Client) • Microsoft Office Outlook 2003 (SP2 or above) or Microsoft Office Outlook 2007 • Exchange server (can be hosted one too) • Microsoft .NET Framework 2.0 • Skype (Optional) • Phone attached to the modem (Optional) • Web Server Requirement (for web Access) • IIS with ASP.NET 2.0 & AJAX 1.0 (Optional) REQUIREMENTS

  10. Now that you have heard it all, don’t forget to go through more on our video demonstrations on SupportCalls System! • Thank you for your time! THANK YOU For watching!

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