ManageEngine SupportCenter Plus

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SupportCenter Plus

SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.

 

Features

Multi-Channel Support

Email, Phone, Portal, Social Media and the list keeps growing every day. Get one view of customer interaction irrespective of the communication mode they chose.

Request Tracking & Automation

Automates the process of creating, organizing, tracking requests into a seamless process.

Business Units

Lets each division of your organization define their product or service specific configuration and work as independent units.

Account & Contact Management

Manage your customer information including the products/services purchased, contracts they are entitled to, their organizational hierarchy and so on.

Knowledge Base

Stop losing productivity on repetitive queries; Make first-call resolution a reality. Build your knowledge base easily, group solutions by topics to facilitate easier access.

Self-service Portal

Deploy a customizable self-service portal and allow your customers to submit tickets, track them, search the knowledge base and run reports.

Contracts & SLA Management

Manage multiple service contracts and related support plans to service your customers on time and bill accordingly.

Time Tracking & Billing

Track the time spent for all customers at one place. Use filters to drill down the time entries.

Reports, Dashboards & KPIs

Get to know every information of your help desk through intuitive & real time Reports & Dashboards.

 

Benefits

Mobile access

Mobile access for Support Reps who need to access SupportCenter Plus via Smartphones. The Mobile Client is compatible with iPhone, Android, Blackberry and other smart phones.

Multi-language support

Make your users feel at ease by presenting to them an interface in their own language. SupportCenter Plus is available in 16 languages.

Add-ons & integrations

Lets applications in your organization talk to SupportCenter Plus and exchange data using SupportCenter Plus APIs.

Customer Support Software for business

Educational Institutions

Customer Support and Educational Institutions – Do you think it’s an unrealistic combination? There can be questions like why we need customer support software in an educational institution? How it will be useful for the students and the teachers?

In the fast pace world of today, educational institutions need to be in track with the students and other technological developments. Most of the educational institutions are criticized for the slow processing of administration requests and enquiries. Customer support software can be the best solution for institutions which are looking in to faster request resolution times and automating the request processes. Educational institutions can use the Customer Support Software as a platform for Student-Teacher interaction, where the students can ask their doubts to the teachers through a web based system and teachers can easily answer their queries and track student performances effectively.

Multi-Tenant Platform

SupportCenter Plus is one of the best customer support solutions used by renowned educational institutions across the globe. SupportCenter Plus has been helping Universities, Colleges and Schools in providing better service to their students and reducing administration costs considerably.

Key Features

Benefits

  • Affordable, easy to use and quick implementation all through the campus
  • Customize Self Service Portal for students and teachers according to your needs
  • Reduce repetitive queries and high volume of tickets and calls
  • Organize and integrate computer telephony with your Customer Support in order to provide better user experience
  • Keep the students, faculties and administrative staff informed with latest information about the campus
  • 24 X 7 support for Students and Faculties
  • Hassle free installation, no extra hardware or software.

How Business Units can be used in your Institution?

Each business unit is a logical separation of data and the information in one business unit cannot be accessed by the users in the other. A typical educational institution will have different departments. Let’s say our ACME University has 3 major departments – Physics, Maths & Arts. Each department can be classified as a business unit. There can multiple classes or batches for each department, which can be characterized as Accounts. Each batch can have different sections and each section will have number of students, who will be your end customers.

Multi-Tenant Platform

The four levels of hierarchy provide you the flexibility of customizing your support process according to your needs. Try our new Business Unit feature to enhance your support process.

Financial Institutions

In financial institutions, the whole business revolves around time. Time is money. Timely support to the customers is the real deal maker in this industry which has cut-throat competition. Be it a bank, or stock broking or financial consulting, servicing the customers is the most important aspect of business. Financial Institutions have always been an early adopter in the modern technologies as they have made their life simple and secure. SupportCenter Plus as an customer support software has been helping a number of financial service companies in various domains like banking, consulting, insurance etc., to

Serve the customers better

Multi tenancy

Key Features

Benefits

  • Affordable, easy to use and quick implementation. No need of any installation in the client’s place as the Support Portal can be accessed through web.
  • Each business unit can be independent of the other, which helps the in administering the support queries in a more organized way
  • Customize Self Service Portal for clients and the respective contacts according to your needs
  • Increase support efficiency by reducing repetitive queries and high volume of tickets and calls
  • Organize and integrate computer telephony with your Customer Support in order to provide better user experience with your call center and customer support.
  • Keep the clients and their staff informed Use Remote control to access the client’s desktop and support through internet. Increase support productivity.
  • Create performance and efficiency reports of your customer support staff. Manage your resources effectively
  • 24 X 7 support for your clients.

How Business Units can be used by a Financial Institution?

Financial services are divided in to different domains like Banking, Insurance, Stock Broking, Financial Consulting etc. Each has their own way of doing business and SupportCenter Plus’ business units can be customized according to the nature of Business. For instance, if a bank wants to implement business units through SupportCenter Plus, each business unit can be implemented separately in the application. A bank can have different business units like Credit Card, Accounts and Deposits. Each division will have sub-branches like the accounts can have Savings and Current account. The customers can be companies or individuals. The same 4-level hierarchies will help other financial service companies to divide their organization in to different business units and support customers accordingly with complete flexibility.

Multi tenancy

Hospitals

Customer Support is very critical when it comes to hospitals. Hospitals usually have long procedures and processes as they deal with saving precious human lives. All the records of the patient should be maintained and monitored with utmost diligence and clarity. A perfect customer solution with a strong Account & Contact management will help hospitals to serve their patients in a better way.

Business Units

SupportCenter Plus with its robust Accounts and Contact Management will help the hospitals to manage the patient records in a better way. The data independency between the different departments can be maintained with the different business units. The Doctors and Support staff can be alerted on different situations based on the criticality of the request. SupportCenter plus is helping number of hospitals all over the world .

Key Features

Benefits

  • Affordable, easy to use and quick implementation. You can easily install the software in your premises and start supporting your patients from day zero.
  • Customize Self Service Portal for clients and the respective contacts according to your needs.
  • Increase support efficiency by reducing repetitive queries and high volume of tickets and calls.
  • Organize and integrate computer telephony with your Customer Support in order to provide better service to your patients, doctors and staff.
  • Keep the doctors and staff informed about the various things in the hospital.
  • Create performance and efficiency reports of your customer support staff. Manage your resources effectively.
  • 24 X 7 support for your patients.

How Business Units can be used in your Hospital?

A hospital will have several departments based on the different specialties of medicine and also other critical departments like Radiology, Trauma Care etc., Each department can be made in to a business unit and each department will have their own team of doctors, staff nurses and support staff. Each department will have their own patients.

Business Units

For example, our ACME Hospital is a cardiac specialty hospital with 3 different departments, Radiology, Trauma Care and the General. Each department has different doctors, staff nurses and support technicians. ACME Hospital has implemented Business Unit for each of the department . The patients can be added as contacts directly without any association to any of the accounts.

Manufacturing Industry and Customer Support may sound a very unusual chord but with the advent of new technologies and cheaper production options, customers support has evolved in to a differentiating point in the industry. Manufacturing companies usually boast of international clients regardless of the countries they are based out of due to the wonderful opportunities of outsourcing. Customer Help Desk Softwares have been deployed at various levels in order to streamline processes and reduce costs.

Multi site customer support - for manufacturing

There can be two sets of external interactions when it comes to a manufacturing industry. One, supporting the suppliers with regards to their orders and other would be the clients to give them support regarding the finished products. SupportCenter Plus has been used by wide range of manufacturing companies in order to support their suppliers and clients.

Key Features

Benefits

  • Affordable, easy to use and quick implementation.
  • Customize Self Service Portal for clients and the respective contacts according to your needs
  • Organize and integrate computer telephony with your Customer Support in order to provide better user experience with your call center and customer support.
  • Increase support efficiency by reducing repetitive queries and high volume of tickets and calls
  • Keep the clients and their staff informed with latest information.
  • Create performance and efficiency reports of your customer support staff. Manage your resources effectively
  • 24 X 7 support for your clients.

How Business Units can be used by your Retail Outlet?

Manufacturing Companies may have different business unit divisions or different product divisions based on the size of the company. For instance our, Acme Industries has 3 different divisions Energy, Construction and Steel. Each division may have different clients, which can be associated as accounts. Each client can have different branches and each branch can be associated as sub-accounts.

Multi site customer support - for manufacturing

Each account can have their own account manager and specific contacts related to either the account or sub-accounts based on which branch contacts are present. Business units provide complete flexibility in maintaining the client information and help you to provide world class customer service at affordable price.

 

 

 

 

Retail Outlets

Information Technology

Technology industry is the most dynamic of all. The customers are tech savvy, demanding and above all well informed. Customer support in such an environment has to be more proactive, seamless and efficient.

Benefits

  • Affordable, easy to use and quick implementation. No need of any installation in the client’s place as the Support Portal can be accessed through web.
  • Customize Self Service Portal for clients and the respective contacts according to your needs
  • Increase support efficiency by reducing repetitive queries and high volume of tickets and calls
  • Organize and integrate computer telephony with your Customer Support in order to provide better user experience with your call center and customer support.
  • Keep the clients and their staff informed with latest information.
  • Create performance and efficiency reports of your customer support staff. Manage your resources effectively
  • 24 X 7 support for your clients.

How Business Units can be used by a Telecom company?

Any telecom service provider will have two different streams of customers. B2B customers are those who avail the enterprise services and the normal B2C customers, who avail different services like broadband, mobile services etc. The business units in a Telecom company are divided according to different products.

Customer Support Software for Telecom

For example our Acme Telecom, has three major product divisions’ broadband, mobile and landline. Each product business unit will have different clients (of both B2B and B2C). The B2B clients can be classified as accounts and if they have different branches, it can be classified in to sub-accounts. The contacts (requesters) can be from any of the accounts or sub accounts. The B2C contacts can be directly without any association with Accounts or Sub-Accounts. SupportCenter Plus is extremely flexible and can be customized seamlessly to manage your business units, accounts , sub-accounts and contacts.