Frontline Service Desk

Transcription

1 Frontline Service Desk Technical Product Datasheet Meet Frontline Frontline is an all-in-one helpdesk system that helps you track problems and deliver solutions fast and effectively. It enables constant communication and allows your team to identify, prioritize, and delegate critical issues. Frontline lets your customers get the best support possible while putting you in full control. This cost-effective, easy-to-use enterprise-grade solution is also very flexible it can be configured to match to your company s unique business process and workflow. Smart and hardworking Proven architecture. Frontline is the result of years of progressive development and testing. Its architecture delivers higher overall reliability and enables advanced functionality while maintaining its user-friendliness and ease of use. Frontline also has proven interoperability with all major software applications, hardware platforms and operating systems. While it was initially designed for information technology service departments in bigger and more complex organizations, Frontline has found its way into smaller businesses, thanks to its scalability. Web-based. Older customer support systems are usually based on the client server. If you use them, you will need to require all your users to install the accompanying software. This can become time-consuming and costly when your customers and mobile staff are geophysically dispersed.

2 Frontline, on the other hand, is web-browser based. Your users do not have to install any software. No client software, no firewall issues The internet is all you need! Runs on any platform. Almost all commercially available suctomer support and helpdesk systems are Windows-based, and most likely require NT/2000/XP servers and SQL Server databases. Those that are Linux- or Unix- based, on the other hand, may not work as well on Windows and likely entail specialized technical skills to set up and maintain. Unlike them, Frontline is web-based and therefore runs on any platform. No more need for costly compatibility solutions Frontline is accessible from anywhere on the internet through HTTP, HTTPS, or SMTP. Language support. Unlike other non-localized systems, Frontline supports any language (UTF-8) including English, Danish, French, German and Italian. Easy installation and configuration. Most systems require hours even days of installation and customization. Frontline does away with those complexities. You can customize, run, and reconfigure it in a matter of minutes. Features you really need. Frontline is simple and effective. It provides none of the complicated, overpriced features you never really use, so that you can focus on optimizing all its handy features to work for you. Best of all, it requires no special training is your customers and consultants know how to use the internet, they re good to go. Key features Frontline is designed to help your company manage your help desk easily and effectively. Designed to look like a familiar interface, it is easy to use and is packed with features all working together to make communication much easier. It s easy for your customers. Reporting and back reporting. Frontline supports both web interface and interface for internal and external users. Customers and consultants can either log on to the site or directly problems or questions. They can then follow-up on the status of their problems in a few simple clicks. Consultants and administrators can then give direct feedback fast, or dispatch the problem to the right authority without losing step.

3 Print screen and attach. Frontline supports direct screen capture for attachment. Your customers can send images of their computer screen so your consultants can visually identify exactly what the problem is and provide solutions faster. Ticketing. To make sure that data never get lost, Frontline automatically assigns unique numbers to all problems and queries submitted. There s no duplication, and everything is documented. Easy search. Customers can easily find their well-filed problems by searching by timeframe, by criteria, or by keywords. Status updates. Frontline lets customers see exactly what is happening to their problem. It can generate customizable status reports showing the summary of all the actions recorded during a specified time period. It can also show customers how much time was spent solving their problems. It s easy for your consultants. Easy creation and editing. Empower your consultants by letting them create new FAQs for customers, create new reusable solutions for common problems, create new categories and types, etc. Frontline is completely customizable you determine the best configuration for you. Reminder functions. Do your consultants need to remind themselves or fellow consultants about a problem or event? Simply click on a few checkboxes and Frontline becomes a timekeeper. Easy search. Consultants can find any problem from any time frame by customer name, by owner name, or by keywords. Older problem and solutions files can be used as reference to solve new problems. Prewritten solutions. Resolving commonplace cases is fast and easy because Frontline lets your consultants use, edit, and update prewritten solutions to problems that arise frequently.

4 Priority levels. Frontline understands that some problems can be solved immediately, and some problems take longer to work out. This is why it lets your consultants set service levels and priorities that are completely transparent to the customer. This function lets your consultant focus on problems that need the most attention, and tells your customer exactly when to expect action. Time, problem, and mileage statistics. Frontline can generate customizable time statistics that show the number of hours consultants use to handle and solve a problem, and problem statistics detailing how many cases have been accepted, assigned, closed, are still ongoing, open, etc. Consultants can also access reports summarizing all the problems that required traveling. It s easy for administrators. Your administrators have access to all the functions that users and consultants have. They also have access to a many other exclusive features: Report function. Administrators can view and compare the number of problems each department or consultant is handling within a time frame. They view problem statistics by category, status, time usage, and mileage. User, category, and department administration. Frontline allows all administrators to create, edit, and delete customer accounts, problem categories, and departments. Priority and service level adjustment. Administrators can also add, edit and delete service levels and warnings. System configuration. Frontline enables administrators to edit the appearances and data of templates that can be automatically sent to customers and consultants. Frontline versus others Other bug tracking and customer service software especially freeware and open source versions usually takes a while to set up, costing you more money in the long run. Such programs are also noncustomizable and are not fully supported. Shareware bug tracking and customer service software is the most affordable option, but most of them fail to provide even the most basic features useful to your company. Some more expensive tracking systems, on the other hand, may be charging you for features you will never use. They are often too complicated and extremely costly to reconfigure and maintain.

5 Frontline = Better Frontline delivers the exact kind of support you need no frills, easy, and effective. It is easily the most user-friendly and most powerful customer service system with the most practical price tag. Frontline combines all the sensible features of a professional-issue tracking system with extremely simple, intuitive, and straightforward user interface. It looks and feels familiar it does not even require end-user training, which can be costly and timeconsuming. And because it integrates seamlessly with your existing hardware and software system, Frontline minimizes installation costs as well. Frontline = Perfect Environment Frontline is all you will ever need in a customer support software. It serves as a centralized repository of problem reports incidents and issues such as hardware defects, software bugs, trouble tickets, customer feedbacks, and others. It helps let physically distant customers and consultants collaborate in a unified interface. What Frontline can do for your company Reduce overhead costs. One of the major company budget-eaters is ineffective customer service. Millions worth of time and resources go down the drain when processes are duplicated, monitoring fails, and feedback is not made available. Worse, unsatisfied customers complain and may eventually stop doing business with the company. Frontline can prevent this from happening it can save you time and money by streamlining your help desk so that your staff can address complaints faster and more accurately. Put premium in your customers. Frontline can significantly improve your customer experience. You and your administrators can assign support requests to different consultants without losing any information, and your customers get immediate feedback real-time updates. With Frontline, you can make the gap between you are your customers disappear. Stay on top of the game. Frontline can cut problem solving time and expenditure by allowing your customer support staff to manage queries and cases in real time, all the time, in a click on a button. Frontline is developed by LanSoft as Kohavevej 3 bc, Trørød 2950 Vedbæk Reseller: