e11
Benefits
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Resolve
E-business Problems Quickly and Efficiently
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An
advanced, easily extensible architecture
built on tomorrow's Internet technologies
to protect your investment into the future,
e11 help desk software is the next generation
of the 100% Web-based service desk solution
for e-business support management.
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Enhanced
Self Service Desk |
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End users and customers can view their complete
request history via the Self Service Desk
interface. This function reduces the call
volume into the service desk by displaying
closed tickets with the addition of "Open",
"Closed", "Awaiting Customer Response" and
many more radio buttons to the Help Desk
list page.
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Build
a corporate knowledge base
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A
powerful search facility gives support specialists
instant access to past problems and how
they were solved. Over time, a substantial
amount of collective knowledge and expertise
accumulates in the e11. The search facility
then becomes even more powerful, allowing
support specialists to quickly deal with
problems encountered before, even if different
personnel dealt with them. The substantial
amount of knowledge that builds up in the
e11 help desk software stays with you even
when support specialists leave. You do not
have to rely on the knowledge each specialist
has.
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Email-based
Requests and Customizable Responses
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End
users can send in a request via email. In
response to the end user's request, the
administrator can modify the outgoing mail
message so that the text and contents of
the message match the end user's environment
and help desk processes.
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Manage
Calls Round the Clock
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e11 help desk software extends the reach
of your service desk, providing the most
robust functionality for both end-users
and support staff via the World Wide Web.
Now end users can get help wherever and
whenever they need it - day or night - to
help ease your support center's heavy workload.
That means your staff can devote more time
resolving complex problems and performing
other important tasks, such as planned maintenance.
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Cost
Effective Benefit
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The
Self Service feature provides your customer
base with limited direct access to the helpdesk
through the Internet. This reduces your
helpdesk call volume by allowing the end
user to log requests and queries for themselves,
check on their call status and history,
run knowledge searches, and update their
client information. By providing the customer
with this functionality, numerous calls
can be handled more efficiently without
requiring a help desk analyst.
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Improve
User Satisfaction, Loyalty and Productivity
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High-involvement,
traditional sales cycle, the room for error
is great. Non-optimal, incompatible, or
incorrect options are often presented, creating
customer frustration and slowing the sales
cycle. If the product does not match what
the customer ordered, your company's credibility
will be in question. If the configurations
are incorrect, there will be greater warranty
claims and returns. Imagine how your company's
customer relationships would improve and
grow if every interaction - from pitch to
signing to receipt - were conducted with
unfailing accuracy and reliability. With
the unique intelligence of e11, increase
revenue with positive customer relationships
and precision in your quoting, ordering
and fulfillment process.
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Fast
Deployment
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e11 help desk software is quick to deploy.
Takes only 2 days to install after customization.
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Scalability,
Security and Performance
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e11 help desk software is developed using
advanced technologies such as php, c, java,
java script. e11 is highly scalable and
secured. Its performance remains stable
even if there are hundreds of simultaneous
users using e11 help desk software.
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