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Customer
Support Software
Looking
for ways to improve your customer support and lower support
costs? Does the idea of web based self help and the
ability for your customers to submit and track their own support
requests interest you? Our Novo
Customer Support Software Suite helps you create...
an efficient, cost
effective, web based customer focused support environment!
Whether you currently track support requests on
paper or spreadsheet, or have customer
support software that is no longer adequate for your current
needs, we invite you to take a look at our
Novo Customer Support Suite Software which enables you to
provide a cost effective intranet or internet customer support
environment.
The Novo Customer Support Software
Suite combines our Novo
Help
Desk Software with our very powerful, full featured Novo
Knowledge Base Software enabling you to provide:
Knowledge Base Applications:
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Customer Support Suite Applications:
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Capture knowledge critical to
supporting your customers
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Reduce call volumes
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Efficiently respond to repeat issues
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Quickly train new call
center/support representatives
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Web Customer Support Portal
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Intranet Employee Support Portal
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Call Center Documentation
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Optimize
Call/Support Center Operations: Reduces call volume
by deflecting some of your support requests to your customer
facing self help Knowledge Base. Expedites
communication between your support representatives and your
customers with quick email notifications. Allows your
customers to check the status and add notes to their support
request without calling the support center.
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Captures
Knowledge: The integrated Novo
Knowledge Base Software allows customer support
representatives and others to easily document recurring
issues. This knowledge stays in the system and does
not leave when an employee does.
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Decreases
New Employee Training Time: With an easily accessible
knowledge repository, new customer
support software users can quickly find the answers to
questions.
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Completely
Web Based Online Customer Support Software -
only a Web Browser is needed to administer & use the system
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Easily
Accessible on your Corporate Intranet or Web Site
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Industry Standard
Architecture (MS SQL Server, ASP/ASP.Net)
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In-House &
Hosted (ASP) Customer Support Software Editions
available
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No
Additional Hardware Required (can typically be
installed on existing servers)
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Utilizes
Existing IT skills with minimal need for re-training
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Search
Knowledge Base Articles - allows customers to search
Knowledge Base articles before submitting a ticket
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Submit
Requests - allows customers to submit a request
directly into the customer support Request/Ticket Queue
(with email notifications - see below)
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Manage
Requests - allows customers to review request status,
add notes and attachments and close requests
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User
Roles Management - allows customizable user roles so
you can define what your users can and cannot do
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Multi-Department Request Management - allows customer
support requests to be managed at the department level.
Each department can create and manage their own requests.
The Work Flow Module is available
in specialized Knowledge Base and Help Desk versions. The
versions may be purchased exclusively or combined as needed.
Knowledge Base Workflow:
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Use
& Benefit: In certain cases, Knowledge Base articles
that have been added or changed require multiple people in
various departments to approve the new or changed article.
The Novo Work Flow System provides a flexible method for
automating AND keeping track of these approval tasks. The
benefit is improved quality and sharing of Knowledge Base
articles.
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Predefined & "On the Fly" Work flows:
Ability to create flexible work flows from a list of
predefined tasks you setup or "on the fly" as Knowledge Base
articles are being created.
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Completion/Approval Paths: Ability to
define work flows with various completion/approval paths.
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Rules Based Auto Assignment: Ability
to automatically assign predefined work flows to Knowledge
Base articles based on flexible business rules (i.e. when an
article is added to a particular category).
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Auto Email notifications: Email
notifications are automatically sent to the appropriate
person or group when tasks are completed or rejected.
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Work Flow Task "Queue": Empowers
managers to view pending task status, assignment,
predecessor relationships and deadlines (with color coded
due dates for past due, current, future).
Help Desk Workflow:
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Use
& Benefit: Many requests require multiple people in
various departments to either approve the request (i.e. a
change to a server configuration) and/or complete specific
tasks related to the request (i.e. tasks related to hiring a
new employee). The Novo Work Flow System provides a flexible
method for automating AND keeping track of these tasks.
Results are improvement in quality and control of
information systems (Change Management), improved response
time to requests involving multiple people, and reduction of
time spent keeping track of multi-step requests.
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Predefined & "On the Fly"
Work flows: Ability to create flexible work flows
from a list of predefined tasks you setup or "on the fly" as
Help Desk Tickets are being added.
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Completion/Approval Paths:
Ability to define work flows with various
completion/approval paths.
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Rules Based Auto Assignment:
Ability to automatically assign predefined work flows to
Help Desk Tickets based on flexible business rules (i.e.
when a ticket is added to a particular category).
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Auto Email notifications:
Email notifications are automatically sent to the
appropriate person or group when tasks are completed or
rejected.
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Work Flow Task "Queue":
Empowers managers to view pending task status, assignment,
predecessor relationship and deadlines (with color coded due
dates for past due, current, future).
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Empowers
Help Desk Managers with the ability to customize fields
available in a ticket request form to their specific needs.
Allows multiple categorizations of Knowledge Base Articles
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Provides the ability to add fields
and determine their position on the ticket form.
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Improves customer response times
(support reps have more information and are able to resolve
issues faster).
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Improved reporting capabilities that
result in better problem analysis.
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Ability to add fields to
Tickets, Articles, Accounts and Contacts
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Flexible
Business Rules - for auto assignment of tickets, auto
notifications, etc.
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Multiple AND/OR Conditions & Actions
- ability to configure rules based on various field
dependencies and perform multiple actions (i.e. update
status, reassign, email alerts, etc.)
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Rules Logging - ability to configure
log events for each rule
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Maps
Active Directory Groups to Departments and Roles -
providing single sign on and easier user administration
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End User
Active Directory Authentication & Search - single
sign on for corporate customers/end users. Also allows
searching Active Directory for customers/end users when
customer support representatives add requests.
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Built in
User Authentication - complete built in User
Management if Active Directory is not used
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SLA
Management - Associate end users/customers into service
level groups (account types)
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Business Rules - Create
service level related business rules for each service level
group
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Escalation - Auto
escalate/re-assign tickets to another person or team
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Notifications - Auto
email notifications (i.e. to a pager/mobile phone) to
appropriate Help Desk personnel/management if a ticket is
not responded to or closed within the defined time period.
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Logging/Reporting -
Define service level log events as informational, warning or
failure allowing report generation on failures and near
failures. Generate charts of SLA performance
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Ticket
Templates - create custom Ticket Templates, allowing you
to create simple to complex ticket entry forms.
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Ticket Copy - ability to
copy/save a ticket and its related information
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Memorized Tickets -
ability to memorize repeatedly used tickets to speed ticket
entry
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Recurring Scheduled Tickets
- ability to schedule memorized tickets to automatically
generate tickets for routine tasks
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Confirmation
Receipt To Customers/End Users/ - an email is sent
back to the customer/end user that submitted the request to
confirm its receipt.
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New Request
Submissions - Customer support
software users can be notified via email of new requests
submitted by customers/end users.
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Re-routing
of Requests - Customer Support staff are notified
when a request is re-assigned to them. A link in the
email takes them right to the request.
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SLA Failure
- when the time to review a request has passed without
action, notifications are sent to the appropriate
management/supervisory personnel.
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Flexible
Request Queue - Easily enable/disable columns to
display
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Priority
Colors - Priorities are associated with a color
making prioritization quick and easy.
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Request
Filtering - each user can define their own preferred
view of the requests by applying multiple filters
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Clean,
Straightforward Layout - for ease of use
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Punch
In/Punch Out Request Time Tracking - The online
customer support software tracks cumulative time spent on a
request.
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Ticket Due
Date- Due date feature shows deadlines
for ticket completion.
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Business Hours & Holidays
- ability to define business hours to be used in ticket
management
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Customer/End
User Self Help - provides a web self help system to
customers/end users allowing them to answer their own
questions, which reduces call volume.
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Quick and
Easy Knowledge Capture - intuitive interface allows
Customer Support and other staff to quickly create a
formatted and categorized Knowledge Base article.
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Quick
Knowledge Base Search on Request/Problem - 1 click
problem/issue search of the Knowledge Base as a Request is
being added/edited.
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Knowledge
Base Article to Request Linker - with just 3 clicks
you can link a Knowledge Base article to a customer support
software request. This is then available to
customers/end users and/or other support representatives to
reduce response time - it shows the articles that have
already been reviewed.
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Request to
Knowledge Base Article Creation - allows you to
quickly create a Knowledge Base article from a Request
Description/Resolution.
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Request to
Knowledge Base Article Creation - allows you to
quickly create a Knowledge Base article from a Request
Description/Resolution.
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Asset
Types - define types of assets (i.e. PCs, laptops,
servers, PDAs, Cell Phones, network equipment, office
equipment, etc.)
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Custom Asset List Views
- each admin user can configure his own asset list view
(i.e. the columns to display, list filtering and sort
order).
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Attachments - any type
of file (i.e. scanned purchase orders, warranty information,
service agreements, drawings, MSDS sheets, pictures,
technical specifications, etc.) can be attached to an asset.
An asset can have a multiple number of attachments.
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Administrative User Security
Groups and Roles - ability to assign an administrative
user to one or more groups with a unique role (i.e. Edit,
View Only, etc.)
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Metrics
On Demand - ability to configure drill down charts and
graphs
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Built-in Reports -
numerous standard pre-built reports included
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Flexible
Reporting capability - Our Customer Support Software
identifies monthly/yearly trends by various metrics and
facilitates root cause analysis (identifying problem areas)
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Multi-Lingual
Support - supports the ability to add/manage customer
support requests in different languages. Utilizes the
same system for providing global customer support.
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Time Zone
Configuration - allows customer support
representatives in different time zones to add/view request
dates/times adjusted for their time zone.
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Microsoft SQL Server 2000
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Microsoft SQL Server 2005
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Microsoft SQL Server 2005
Express Edition (with Advanced Services)
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