Features

Email Response Management

Track all your trouble tickets from customers. Automatically convert emails in to tickets. Manage your trouble tickets effectively with a robust email management system

Multi Tenancy
Simple and flexible way to manage your departments, business units, Accounts and Customer groups. Manage all your client information with less effort and complete flexibility

Multi-Channel Communication
Keep connected with your customers 24 Hrs a Day and 7 Days a week through multiple channels of communication and support your customers seamlessly Know More

Self-Service Portal
Empower your customers by integrating our fully-customizable customer self-service portal with your website. The customers can track their tickets, find their own solutions and access available reports

Contracts & SLA Management

Manage multiple service contracts and related support plans to service your customers on time and based on priority. Bill your customers accordingly. Know More

Computer Telephony Integration

Wow your customers by providing world class customer experience by integrating our computer telephony with Asterisk.

Remote Control
Support and troubleshoot your customer queries over the internet by using our remote control. Connect with your customers remotely, troubleshoot and provide superlative service. Know More

Multi-Language Support
Support your customers in your language. We help you to help your customers in your native language. SupportCenter Plus comes in 13 languages including English.

Multi Tenancy through Business Units

Customer Support operations in an enterprise are complex, interconnected and extremely difficult to organize. Each organization will have different departments, business units and will support their own set of customers and vendors. For instance, let's take the company Acme Corporation. It has 3 Strategic Business Units which include Telecom, Retail and IT. Each SBU can have their own customers (Accounts) and each customer can have multiple branches (Sub Accounts). The Accounts and Sub accounts can have their own contacts (Customer Contacts), who will be raising the requests. Business Units provides four levels of hierarchical divisions in your customer support operations, which will help organizations to segregate the customers accordingly. The business units can be customized to support customers based on SBUs, Products, Customer Accounts, regions, countries, sites or in your own way of classification.

Customizable Business Unit: Completely customizable Business Unit (BU). Each Business unit will be independent from other business units. Business Unit Administrator: Each BU can have its own Business Unit Administrator, who will the rights to maintain the different accounts, sub-accounts and other related operations of the business unit. Global Administrator: All the business units can be governed by a global administrator, who will have a wholesome view of all the business unit operations Independent Support Mail Addresses: Customize your mail settings accordingly and each business unit can have its own incoming mail address and reply to address in order to manage different support mails for different business units. Customizable Customer Accounts: You can add different accounts, sub-accounts and contacts, independent to different business units and it will help you to segregate the customers according to your requirements. Configure Support Representatives: Business Unit configuration allows you to have different support representatives for different business units. Any support rep can be restricted from accessing other business unit data and also roles can be created in order to enable support reps to access multiple business units. Customize SLAs and Contracts: Customize your account based Service Level Agreements and service contracts for different business units and customers. Make business unit based time entries, product catalogs, request templates, holidays, support services and Support Plans.

Business Unit based surveys: Create and administer business unit based surveys and assess the support quality of the different support representatives in your team

Muti Tenancy in SupportCenter Plus

Benefits

Business Units provides you the flexibility in servicing your customers based on different criteria like products, SBUs, Products, Customer Accounts, regions, countries, sites etc. It offers you logical separation of data as one business unit is independent of the other. Improves support productivity as the consolidating customer information into a single location with easy-touse reporting, visualization and customer management capabilities. The segregation of data helps you to manage the customers accordingly and helps you to identify right areas to improve the customer support and service. It gives you the power of customization. Customize your support process in your own way.

Business Units are provided only with the Professional Edition of SupportCenter Plus. Each professional edition comes with 3 inbuilt business units and if you need additional business units, contact sales@manageengine.com now.

Customer Support Software for 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.

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 .

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.

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.

Computer Telephony Integration

Computer Telephony Integration (CTI) plays a vital role in supporting your customers. It is identified as the technology of linking of computers and telecom instrument to respond calls, to pull out details from the database based on the phone numbers and even route calls to different people in some cases.

"A study by AT&T says that 27% of the customers, who dont get an answer from the toll free number buy elsewhere or drop the idea of buying the service."

Its better to have computer telephony in such cases. Computer Telephony gives a profound positive effect on the customers and also gives a wow experience to the customers. In the modern day business, you are not required to satisfy your customers, but you are required to wow them every time.

The major applications that a CTI can provide you is:

1. Call Answering 2. Call Routing 3. Pulling out customer data from the Data Base 4. Interactive Voice Response (IVR)

Think about this scenario, you are in customer support and you have an annoyed customer, who has mailed you 5 or 6 times that day. He is now calling you on the phone; you pick up and answer him with utmost sincerity, giving out his latest problems and possible solutions. I assure you, you are going to win him forever.

ManageEngine SupportCenter Plus is slowly emerging as full-fledged customer support and helpdesk software on facilitating Computer Telephony Integration (CTI) supported on Asterisk server. We are starting up with Asterix PBX and Telephone Platform (Open Source) initially and will support Avaya, the market leader in Q2.

Remote Assistance
When a request is raised via phone call, it would be great if the technician can access the requesters machine from his desk to resolve the issue instantly.

That is where Remote Desktop Sharing comes into play ! Instead of launching a whole bunch of different software to access remote machines, SupportCenter Plus Remote Desktop Sharing helps you to access all your scanned workstations and resolve issue in no time !

Contract Management
SupportCenter Plus allows you to create, manage and store service contracts with your Customers. You can define your support plans and SLAs based on the service contracts. This helps you to serve your customers with-in the specified time and inturn improves customer satisfaction. These information are used in the Customer Billing section to calculate the cost/incident and cost/hour for service.

You can configure support plans based on

1. 2. 3.

Hour Incident Fixed Plan

Different costs can be assigned to each type of these support plans. This helps you serve different customers differently.

Features

Define SLAs and support plans to track customer service contracts . Set the time in SLAs before which the request should be resolved . Automatically assign the appropriate contract to the requests based on the customer who generates this request . Automatically update SLA rules to the request to determine resolution time . Use resolution time to identify cost per incident based on cost/hour agreed with the customer. Notify Administrators/Account Managers about the expiry of the contracts.

Benefits

Helps handle different customers differently. Sets customers expectations and based on which work can be planned . Helps you bill your customers correctly based on the exact resolution time.

Helps manage and renew your customer service contracts on time periodically .

Customer Billing(Time Entry)

Time entry is tightly coupled with the Contracts Management. Based on each request resolution times for every customer, total hours spent for every customer can be identified. When cost/hour is included with this then the customer can be billed accordingly. Every customer purchases Hours of customer service or No of Incidents to be resolved in the customer service. Time entry can be calculated either based on hours or no of incidents with hours spent on each incident and reports can be periodically generated for customer billing.

Knowledge Base
SupportCenter Plus includes a Solutions (Knowledge Base) module that allows you to document best practices and solutions to common problems in an online knowledge base. The Knowledge Base acts as an effective knowledge sharing medium, boosting support productivity by leveraging collective knowledge and assists in effective knowledge management. It also helps in improving the average problem resolution time significantly as support reps find answers to problems quickly.