- Service and Support
- Service Desk and Help Desk
- ITIL
- Customer Support
- Self Service
- Asset Management
- Integrated Customer Support and Development
Integrated Customer Support and Development
Any disconnect between your customer facing teams and your development teams can reduce efficiency and productivity in your organization. If a defect is found, or an enhancement is requested, and it never makes it from your support team's system into your development system, your development team may miss an opportunity to resolve the issue during a regular product development cycle resulting in emergency patches, lower customer satisfaction and additional work for both teams. TechExcel's Integrated Development and Support solution allows you to optimize the important relationship between customer support and development without sacrificing the autonomy of either organization.
-
18 Minutes (Macromedia Flash format)
This solution is ideal for companies who need to:
- Manage the whole issue lifecycle from when it is reported by the customer to its resolution by the support and development teams.
- Ensure the support team and development team can work together to resolve a customer issue efficiently.
- Provide issue visibility to project stakeholders in multiple departments.
Bridge the gap between support and development
- Allow customer support teams and development teams to easily collaborate, share data, and automate processes during the issue lifecycle.
- Easily manage support incidents from ServiceWise to DevTrack as a new issue, automatically creating a live two-way link between the support incident and the DevTrack issue.
- View each support item along with the corresponding development features, defects, and work items without having to switch workspaces.
- Allow developers to provide status notifications to internal and customer teams on an as needed, controlled basis without exposing developers directly to customers.
- Dynamic updates ensure the most up-to-date information from the customer is also instantly available to the development team.
- When the development team is making progress in resolving the issue, the issue status change can trigger the auto email notification to the support team so that the support team can maintain customer communication.
