You take a call from your biggest client. With just a contact name you pull up all information on the client. You start a ticket and consult the knowledgebase for assistance. You enter the details while a timer tracks time spent on the ticket. Later he checks ticket status on the self service center.
You then have an online chat with another client. You push helpful articles to her. A ticket is created and the chat log is included in the ticket.
You receive automatic alerts about an imminent SLA violations and reports about the week's incident trends, ticket aging, and ticket assignments. You check your dashboard for other active incidents and SLA activity. Other customers use Self Service Center to look up answers in your knowledgebase, interact on the forums, and submit tickets.
Customers email you. Tracker and the Event Engine process the emails, send back suggested knowledgebase articles and create tickets.
mdi Consultants, Inc. is a leader in providing consulting services to the healthcare industry worldwide. We have extensive expertise in helping medical device, pharmaceutical, biotechnology and food companies achieve compliance with U.S., European and Canadian regulations. Read More
OPTIM Associates is a Medical Device consulting company specializing in Quality Systems design, development, execution and remediation for newly developed products as well as existing fielded products. Our specialty runs the entire spectrum from Start-Up QS & 510(k) to QS Remediation assistance... Read More
FTT Medical Inc. is an ISO 13485 and FDA Registered full service contract manufacturer specializing in precision machined instrument and implant components, full device assembly, and building Specialty Automation equipment for OEM's. In house services include 3-5 axis Milling, 11-axis Mill/turn,... Read More
Use Tracker to: Manage all forms of customer information: Contacts, Assets, Products, Service Packages, Maintenance Agreements, Email lists, and more.
Instantly access customer information from the information screens: Contacts, Incidents, Billing, Licensing Purchase History, SLA agreements and... Read more
Automate processes for speed and efficiency:
Integrate and process email ticket submissions automatically.
Escalate incidents with business rule automation
Manage trouble ticket tasks
Create, update, and close issues
Notify (alert) about impending SLA violation
Notify the right people at... Read more
With Self Service Center: Offer 24/7/365 customer support through a service channel preferred by many customers. Reduce service handling times and call volume and publish information for specific customers. Submit incident tickets.
Self Service Center is a secure web portal that enables your... Read more