Help Desk Software, Customer Support Software, Helpdesk Software


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Product Description

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Home > Solutions > Modules at a glance

General Overview

e11 is a web-centric, integrated suite of eCRM/ Helpdesk applications that:

	Seamlessly brings together information coming from all customers and partners touch points email, web chat, web forms, phones, fax, snail mail etc - so you can provide personalized service without the hassle of piecing information together from different applications/sources.

	Professional and an easy to use browser based interface, where everything is neatly/systematically/ categorized.

	Completely template based, the look and feel of client area can customized anytime.

	Converts data to information to knowledge base, in a real-time "dashboard" that enables you to keep your finger on the pulse of your business. With up-to-the-minute, accurate business intelligence, your decision making can be swifter, more proactive and more flexible.

	Provides secure, permission-based access to data at the object record level for individuals, departments, remote offices and partners so your business can leverage the power of shared information without exposing irrelevant or sensitive data. You configure security to achieve the best balance from among the needs of managers, users and partners.

Modules and Features

Technology
Feature			Benefits

	Multi-platform.			More Robust.
	Build using PHP, HTML, Java Technologies.			High Scalability.
	Multiple database support.			High Reliability .
	Multilingual support			Higher Performance.
				High Security.
				Easy Availability.
				Redundant Architecture.
				Industry Standard.

System Design
Feature		Benefits

	Intuitive Interface.		User friendly Interfaces.
	Low bandwidth design .		Easy to use .
	Closed Loop Workflow.		Very Fast!
	Single complete data set.		Easy to train.
	Extensive Reports and Graphs.		Powerful decision making tool .
			Multiple uses.

Customer Helpdesk
Feature		Benefits

	Generate and track tickets.		Increases Customer Satisfaction by allowing customers to resolve most of their issues themselves.
	Profile Management.		Decreases workload on representatives.
	Self Help capabilities.		Saves $$$$.
	Unlimited attachments.		Highly Configurable.
	If customers are unable to resolve their issues via Self Help they can generate ticket for representatives.
	Customer can update tickets, view responses any time, anywhere.
	Ability to re-open, cancel tickets.
	Customers can specify Priority and Category of the tickets.
	Entire Customer History. Track all their previous tickets and their responses given by representatives.
	End users view Knowledge Base depending upon the clients right groups they belong to.
	End users enter their own work requests.
	End users can check status of work requests.

Knowledge Base
Feature		Benefits

	Ability to store standard answers.		Improve the quality of replies and establish central quality policy.
	Your representatives can collaborate and store answers while replying to the tickets.		Increase the number of emails you can reply to.
	Supports Attachments.		Improve the effectiveness of your emails.
	Supports HTML/Text messages.		Increase the speed at which you can reply.
	Store articles according the Category, subcategory and keywords.		Customize the message.
	Inbuilt Keyword based Search Engine.		System integrity is maintained.
	Easy migration to reply screen.
	Category, sub category and article wise access right management for your customers and representatives.
	Approval mechanism for the new articles.
	Can act as Download center.
	Based upon CBR research.
	Inbuilt spell checker.

E Mails
Feature		Benefits

	Customers/ Reps can initiate tickets via email.		No need for manual entry of tickets.
	Automatically insert emails as tickets.		Customers don’t necessary have come to your helpdesk to read their responses.
	Configure email accounts via control panel.		Keep your customers informed about their ticket status.
	Inbuilt routing engine.		Distributed configuration for high volume of incoming mails.
	Color Coding of emails.
	Assign default reps.
	Choose outgoing email address.
	Associate Auto responders with email boxes.
	Associate category with incoming mails.

Ticket Management
Feature		Benefits

	Tickets can be generated via emails; web based helpdesk, forms or can be created on behalf of the customer in case of phone or fax.		Reps can track all the threads at a glance.
	Each request given a unique ticket number.		Accuracy or replies increases.
	10 digit ticket number (Can hold up to 10 billion tickets).		No two reps can work on a single ticket at a same time.
	You can configure suffix and prefix information of ticket.
	Each new request is threaded in the ticket.
	Ability to lock tickets.
	Ability to route, fix or close tickets.
	Ability to reopen any closed ticket.
	Configure your own status messages.
	Track ticket and customer history.
	Supports both push and pull mechanism.

Rep Management
Feature		Benefits

	Ability to add, edit and block representatives.		Reps need not to work from onsite.
	Configure rep groups based upon their rights.		Flexibility of building as many levels as you want.
	Assign different rights based upon the rep or group.

Routing
Feature		Benefits

	Customer requests can be automatically routed based on number of user configurable rules.		Both push and pull mechanism gives you unique flexibility of managing workflow.
	Requests can also be manually assigned and reassigned or transferred.		Tickets can be automatically routed without clogging one central queue.
	Work items associated with a request may be assigned or transferred to others, while maintaining the ownership of the request itself.		Representatives get only those tickets for which they are specialist thereby increasing their productivity.
	Requests can be manually created and routed from any screen.
	Customer can create requests through a web based interface.

Escalation Manager
Feature		Benefits

	SLA Management.		No ticket remains unanswered no matter who is handling it.
	Inbuilt Routing Engine.		By managing strong SLA you can link it with revenue (You can charge higher service charges from high SLA customers).
	Ticket can be automatically escalated after the set amount of open time.		Representatives get only those tickets for which they are specialist thereby increasing their productivity.
	Multiple escalation rules.
	Integrated with email supported pagers.
	Customizable Workflow.

Collaboration
Feature		Benefits

	Private Notes field with each ticket.		Average first resolution time decreases.
	Ability to route ticket.		Ability to accurately reply to complicated tickets for which more than one specialist rep is needed to answer them.
	Multiple representatives can work on the same tickets.		Increases customer satisfaction.
	Number of customers can update information on the same ticket.

E Mail Notifications
Feature		Benefits

	Each rep can configure email notifications on various events like new ticket in their queue, important ticket pending etc.		No ticket remains unanswered.
	Support multiple email notification rules.		Reps on call can receive urgent ticket notifications via pager.
	Configure email based pagers.

Auto-Responder
Feature		Benefits

	Configure unlimited auto-responder and associate them with various events.		Personalized auto responders.
	Inbuilt template manager.		Saves time.
	Auto responder is generated every time ticket is updated.
	Ability to switch on or off one or multiple auto responder.
	Independent email box auto responders.
	Add variables like $repname, $customername etc within the text.

Customer Management
Feature		Benefits

	Address book management.		By managing access rights you can track tickets generated from all kind of customers without revealing any confidential information.
	Add, edit and delete new users.
	SLA management for each user.
	Access Rights management.
	Restrict number of categories under which user can generate a ticket.
	Customer Group Management
	Configure address labels.

Customer History
Feature		Benefits

	Maintain a log of all interactions across communications channels (web, email) against a contact for Service call requests.		One window showcase of the entire customer history, no matter with whome customer had interacted in past.
	Obtain contact activity history from the account or product perspective.		Helps in building one to one relationship management.
	Complete profile of the Customer and an intelligent Address book is built into the customer history.

Reports
Feature		Benefits

	Ability to generate reports by selecting various parameters.		Robust reporting capability.
	Several inbuilt reports.		Industry standard.
	Capability of sending reports via emails.		Easily identify and resolve outstanding customer issues.
	Inbuilt reporting engine.		Easily view and understand completed reports.
	Ability to export reports to excel.		Easily create custom reports to effectively manage your organization.
	Generate graphs.		Schedule reports at varying times to monitor the type and volume of customer contact.

Holiday and Time Management
Feature		Benefits

	Add holidays.		Get accurate reports on the rep’s performance.
	Select working days.
	Select working time.
	Age of tickets does not increase during non working hours.

Customization
Feature		Benefits

	Upload your logos.		Meets your company’s needs right out of the box!
	Change color schema to match your corporate colors.		Versatile applications.
	Customizable tables.
	Set vital company information.
	Setup date formats.
	Customize footers.
	Customize display settings.
	Customize ticket color, request type, request channel, status and survey.
	Customizable inbox.

News
Feature		Benefits

	Can act as whiteboard for quick information sharing among reps and customers.		Less number of tickets received on the known issues.
	Selective news sharing according to rep, customer, location, category etc.		Customers and reps are informed about the latest news.
	Post the news in short and detailed description format.
	Can be used to publish advertisements, cross and upsell information.
	Published and Unpublished dates.

General Information
Feature		Benefits

	Can run on Intranet and Internet.		Ensure the provision of 24X7 support to your customers.
	Supports both Linux and Windows Server.		Handle large volumes of inbound and outbound email.
	100% web based, no software to be installed for your reps or customers.		No single point of failure agents may still work if a particular instance goes down.
			Handle increasing volumes by placing different components of solution on multiple servers.
			Easily monitor different components from single console.