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
For over 15 years, ScienceSoft has been providing the end-to-end development of digital solutions for healthcare, from design to implementation and support. We help hospitals, clinics, and pharmaceutical companies streamline business processes with EHR/EMR solutions, CRM systems, patient and...
EffectiveSoft is a medical software development company with more than 20 years of experience in software development for medical equipment and SaMD. All the services comply with the major regulatory guidelines such as HIPAA, GDPR, and PHI policies.
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