What's New in CustomerWise 7.2

TechExcel CustomerWise provides businesses with a high-end and configurable CRM solution that enables them to optimize their marketing, sales, customer support and asset management processes. Using database, clientserver, wireless, and web-based technologies, the TechExcel Service Suite provides a highly configurable, intelligent software toolkit to manage the interaction between your staff and your customers.

CustomerWise gives your business the power to be more dynamic in all aspects of its operations, from marketing, to sales, to support, and beyond.

In CustomerWise 7.2, support organizations may optionally apply service level agreements to existing work items (incidents, problems, or changes) based on administrator-defined auto-apply rules.

SLA auto apply rules ensure that service agreements are automatically assigned to each work items based on work item property definitions—the field values selected for a designated field determines the SLA assigned to that work item. In previous versions of CustomerWise, SLA auto-apply rules were triggered on submission only.

SLA assignment is an optional CustomerWise feature that must be enabled in each project.

SLAs may be automatically assigned to existing incidents, problems, or changes only if those work items were not assigned an SLA on submission. Reclassifying a work item—changing its property definition—does not trigger SLA assignment.

In CustomerWise 7.2, project administrators may define advanced SLA autoassignment rules which assign service level agreements to work items (incidents, problems, or changes) based on multiple system fields, custom fields, employee fields, and company hierarchy.

Advanced SLA condition logic may include numerous fields and multiple selections within a single field. Also, SLA administrators may further control SLA logic with AND/OR operators. SLA conditions may be ranked and prioritized for complete control over how SLAs are applied.

In CustomerWise, response and resolve times define the number of hours and minutes in which project team members must respond to and resolve incidents, problems, or changes covered by each service level agreement.

In CustomerWise 7.2, response time and resolve time calculation may be restricted to an administrator-defined subset of workflow states. By excluding time spent in unavoidable “pending” states, businesses may better track service agreement performance.

A common scenario is to pause SLA time when service team is awaiting a vendor or customer response. Once a response is received and the incident is moved to next workflow state SLA time tracking is resumed.

Configurable response time and resolve time calculation are optional CustomerWise features that must be enabled in each project.

In CustomerWise, SLA response and resolve time clocks may be automatically reset based on administrator-defined SLA response and resolve time automation rules—certain incident or event workflow states may trigger the clock to be reset.

In previous versions of CustomerWise, a reset required two steps: Reset to empty and Set Start Time. The new option called “Reset and Set Start time” enables administrators to configure a reset in a single step.

CustomerWise 7.2 features enhanced SLA reporting enabling businesses to better assess their services.

The SLA Performance Overview report provides an at-a-glance view of SLA performance, and may be used as a key performance indicator when evaluating SLA performance for the user-defined period. SLA Performance report may serve as a dashboard for SLA managers showing Incidents covered by SLA, Average Response Time, Average Resolve Time, Total Number of Missed SLA Response Time,% Missed SLA Response Time, Total Number of missed SLA Resolve Time, % of missed SLA Resolve Time, and other key metrics.

Additional display formats for time are available in SLA reports. Users may choose between the standard display and new day, minute, and hour formats which make calculations easier when the report is exported to a worksheet.

CustomerWise incident prioritization enables project managers, project teams, and project members to prioritize their work based on incident properties.

Project members may view the prioritization value and view or edit the prioritization order of incidents in the Incident Prioritization manager in both the Windows or web client. In previous versions of CustomerWise, incident prioritization was supported in the Windows client only.

Web Query reports enable development organizations to define and export dynamically generated reports that may be opened and manipulated as Microsoft Excel worksheets.

The Web Query report data displayed in the Microsoft Excel worksheet is drawn directly from the project through the HTTP protocol and automatically updated whenever project data is updated.

The CustomerWise Mail Server now supports SSL providing businesses with enhanced mail service security.

AssetWise Report Portal now includes date range reporting for asset inventory operations enabling report authors to view specific asset inventory operations within a user-defined date range.

In CustomerWise, a group folder serves as a bin for storing the incidents assigned to a particular team of project members—for example, the To Be Assigned group folder. Selecting a group folder ensures that only the incidents “owned” by that group folder are displayed in the list panel.

Project administrators may now merge the contents of a group folder—the incidents owned by that folder—to another group folder whenever a folder is deleted.

In CustomerWise, a notification message is a predefined HTML or text-based message that is automatically sent to a list of notification recipients when a set of conditions are met.

The notification messages enable you to create a single (HTML or text-based) document that describes the notification or escalation incident, offers issue details, and proscribes steps for resolving the incident. The notification message provides detailed information about the status of a development issue including its title, workflow state, and other dynamic properties.

Specific issue details are represented in the notification message by field variables, which act as placeholders for unique issue details. Every system or custom field is represented by a field variable that may be placed in the subject line or body of a notification message document.

CustomerWise 7.2 features new field variables that represent employee data. Each employee field is now also a unique email merge field providing more control over layout and employee information included in email notifications.

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