ManageEngine SupportCenter Plus 6.5

ManageEngine SupportCenter Plus 6.5  is a Web based Customer Help Desk Software. SupportCenter Plus offers Request Management (Trouble Ticketing), Account & Contact Management, Contracts Management, SLA Management, Customer Self-Service Portal, Customer Service Reports, Knowledge base and Active Directory Integration in a single low-cost, easy to use package.

SupportCenter Plus is a Customer Support Software customizable to specific industry needs. SupportCenter Plus is being used by our satisfied clients' world over in different industry segments to support their customers. Our diverse Customer base stands as a testimony for the level of customization that SupportCenter Plus can offer.

What business needs does it solve?

1. I have thousands of support emails coming to me daily and I don't have a system which can automatically assign them to my Support Team. I don't have a system that can automate my email responses and which allows me track the requests. Use Email Response Management that automatically converts incoming emails to tickets and our Business Rules help you to automatically assign it to specific Support Groups & Technicians.
2. I receive many requests in a day from customers for their ticket status. I have hundreds of articles in my knowledge base. How do I make it available for my customers?  Deploy Customer Self service portal that will help customers to search frequently asked questions, documented knowledge base articles in addition to checking the status of their requests online.
3. I have many written contract documents for service delivery. I do not have a system to verify the compliance with those documents. I would like to provide service based on the priority of the customer/request.  The contracts management would help you translate all the rules in your contract document into our software & it would help you know which ticket/customer needs preference.
4. I want to manage my thousands of contacts and accounts from a single central location.  Keep your contacts at your finger tips with  Account & Contact Management 
5. I want to keep a tab on my support team on their resolution times and I need to generate reports on their performance to enhance my customer experience. Create Customer Service Reports and manage your support performance 
6. My customers are spread across the globe and they speak & understand different languages. I do not have software that will help everyone. SupportCenter Plus speaks 12 languages & a user can select the language in which he wants to view the SupportCenter Plus interface. 

The SCP Advantage. SupportCenter Plus has numerous advantages over its competitors. It possesses hassle free single download installation and it is extremely cost-efficient in comparison to the competitors. SupportCenter Plus provides active support to all its clients and its high-end automation reduces the support cost considerably. It was designed to make the customer interaction a pleasant one and it enriches user experience.

SupportCenter Plus works with

• Platforms: Windows 9x, Windows Vista, Linux
• Browsers: Internet Explorer 7 & Above, Firefox 2 and Firefox 3
• Servers: Windows 2003, Windows 2008, Linux Servers, VM Ware
• Database: MySQL, MSSQL

Major Features:

1. Customer Interaction Management: SupportCenter Plus enables customers to submit trouble tickets via a browser or through email. Even forum posts can be converted to tickets from version 6.0. It automates several key workflow tasks such as case routing, acknowledging requester/support rep notifications and handling of SLA rules. As a result, your support organization can now realize higher levels of productivity, keep everyone informed, provide superior service, improve problem resolution time, share knowledge effectively and keep customers happy.

2. Data Migration from Other Help Desks: One of the biggest nightmares customers face when switching from one helpdesk software to another is the difficulty in migrating their existing data to the new one. Data migrations generally deal with huge data and the whole process can consume large man-hours. We, at SupportCenter Plus, understand this roadblock and provide migration from most helpdesk products to SupportCenter Plus.

3. Active Directory Integration

1. Import User information from Active Directory.
2. Keep your SupportCenter Plus database in sync with the Active Directory Database.
3. Support Representatives can login in to SupportCenter Plus through Active Directory authentication. 

4. Email Signatures

• Define and Personalize your Email Signatures.
• Automatic Addition of Email Signatures to all your replies. 

5. Canned Responses

• Create Predefined Responses for support queries.
• Manage Canned Responses and share it with other Support Staff.
• Different Variables and fields can be added in order to personalize the responses.
• It can be made public or private according to your convenience.
• Reduces the response times on frequently asked questions.
• Reduces the support costs considerably due to the reduction in response and resolution times.
• It also can give a personal touch to your Support Responses with the available customizations.

6. Customer Self-Service:The Self-Service portal is a vital component in reducing your support load. By enabling customers to create new service requests and find solutions via the web 24 X 7, SupportCenter Plus improves the productivity of your support representatives and reduces the total cost of IT Service delivery. Customers can also check the status of their requests online, thereby reducing unneccessary follow-up calls to the help desk to check status.

7. 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.

8. Account & Contact Management:SupportCenter Plus lets you establish and sustain your business relationships by maintaining valuable customer information. Integrating account management features with the Support Desk, it gives you an overall view of all your customer relationships. This central repository enables your teams to track account-level data, service level agreements, user contact information, and product ownership details. You can also import contact information from MS-Outlook that really reduces your effort.

9. Contracts Management & SLA Management: Business today relies heavily on the quality of IT services. Degradations in IT Service delivery can be costly and damaging to business. More and more organizations are implementing strict Service Level Agreements to ensure high standards of IT service. Defining Service Level Agreements is even more critical in the case of outsourcing IT. This place tremendous pressure on your SupportCenter Support Reps to ensure that the required IT service levels are being met.

10. Email Response Management:

• E-mail has become the primary communication channel between the customer and the company. The amounts of e-mails handled by most of the companies are huge. The customers expect the email communication to be fast, accurate and it has to solve their problems in the first response.
• Traditional legacy email response management systems will not be handle the huge email traffic of the current business scenario. What you need is a powerful tool to handle the huge traffic with easy usability features.
• SupportCenter plus offers the best email response management system in the industry at an extremely low cost. Supportcenter Plus automates the process of creating, organizing, tracking requests in to a seamless process. It automates the customer case tracking in the most efficient way.

11. Customer Experience Management: Conduct Customer Satisfaction & User Surveys. Also get User Survey related consolidated reports.

12. Customer Service Reports: Reports play a vital role as far as a Customer Support product is concerned. Requests that are open, closed or overdue at any instant of time, the SLA violations that had happened, which customer or Organization is sending the most number of requests & who is attending to the requests can all be known from the readymade reports generated by SupportCenter Plus. Some of the very useful reports provided by it are shown below. With MS-SQL support and MySQL support as backend you can give your own SQL queries and generate your own reports through Query report option. Custom report template is available to help you generate reports suiting your requirements.

13. Multi language support:Now, you can get SupportCenter Plus running in your local language and support non-english users too. SupportCenter Plus is available in the following 12 languages.

Enhancements:

1.  Service Management,
2. SLA/Contracts Management,
3. Business Rules/Work Flow,
4. Self Service Portal,
5.  Account & Contact Management

System Requirements:

1. P III 1Ghz & more,
2. 256 MB RAM

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