HELP DESK

PhaseWare Tracker Review

Product Snapshot

Product Pricing

Product is available in multiple plans – contact vendor directly for pricing details.

Technology

Product is available as both an on-premise solution and as a SaaS solution.

Customer Focus

Vendor works with small and mid-sized businesses and enterprises.

Select Customers

Dexter + Chaney, PropertyInfo Corp, American Messaging, Friedrich Software Resources

About PhaseWare Tracker

The PhaseWare Tracker product suite creates a fluid customer support experience with streamlined workflows, automated task processing, incident and performance management tools, and a supporting knowledge base application that enables timely, effective agent troubleshooting as well as customer self-service. For the customer support agent, PhaseWare Tracker will improve their productivity and performance by providing a single interface for managing customer information, prioritizing cases, documenting case histories, researching solutions, managing tasks and alerts, escalating cases, and monitoring performance.

For the customer, the streamlined customer service environment enabled by Tracker will create a more consistent and effective customer service experience; resulting in increased customer satisfaction, retention, and loyalty. Overall, the user’s organization will benefit from agent performance and productivity improvements; transparency in reporting on performance metrics and customer trends; as well as greater accountability in each step of the customer support process.

About the Company

PhaseWare Inc was founded in 2005 and is headquartered in McKinney, Texas.

PhaseWare Tracker Key Features

PhaseWare Self-Service Center provides a secure web portal that enables customers to submit incident tickets, check status, search the knowledgebase, retrieve documents and downloads, and participate in community forums
PhaseWareEvent Engine provides users with an automated escalation management, business rules engine, and reporting
Tracker Mail Checker integrates email functionalities including Outlook plug-in, convert e-mail into incidents, convert known or unknown e-mail addresses into incidents, match-up replies, and loop detection
Tracker Screen Designer is an easy user-customizable screens, reports, and notifications requiring no additional programming
Flexible service delivery including hsted or on-premise options with quick, painless implementation times and mobile access offer a best-fit solution
Incident management tools enable agents to quickly, effectively work through customer support cases by providing complete customer and case history, note-taking and documentation tools, task management, and a searchable knowledgebase within a single, easy-to-use interface
Workflow management for establishing set workflows according to the user’s internal processes to ensure a consistent customer experience, while providing a repeatable framework that drives agent productivity
Task processing tools for capturing, classifying, and assigning support tickets to the right department to streamline ticket management and ensure timely resolution
Performance management tools for gaining access to real-time performance metrics and overall customer support trends with a customizable reporting dashboard; also monitor and share individual agent performance to recognize success and drive further improvement
Knowledge management tools for providing a centralized, searchable content repository to properly share customer support information across the user’s organization, accelerate resolution times, and improve agent productivity