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Customer Service and support software

Sent to Computer Experts May 24 2006 at 9:51 AM
   

New IT employees want to purchase an CSS solution instead of continued use of our home grown system. Our home grown system works well but does not have a knowledge base. This along with having to use multiple UI's and not having much in the way of reporting is their big gripe. I don't want to quench their excitement, but I'm not reading good things about the solutions available at this time. Our Agency really has allot of legacy code. With our in-house solution we use basic code to drive Legacy applications. To build our in-house solution we perform CICS screen scraping and I don't see our code being transformed into SOA any time soon. I don't see a need for a CRM suite because we will never use it for sales. We are basically an incoming call servicing center. Does anyone have experience in this area? Do we need to wait for the software to Mature. Will the ability to drive our legacy code through the software be worth the time and expense? Other than the knowledge base how can it help us? Much of the frenzy is because younger people don't realize the blood sweet and tears put into building these legacy systems and in their minds it can be rewritten over night to lend itself for web usage.

Customer (name blocked for privacy)
Status:  Closed   Value: $10
Answer
May 24 2006 at 10:16 AM (25 minutes and 31 seconds later)
         
REPLIEDCheck Mark
My company is using HEAT (http://www.smasystems.com/)

This solution allows for Automatic Ticket Generation from email (we currently utilize an automated monitoring program on another system to email problems to the ATG which creates a ticket....the problems are taken care of before our stores even knew a problem existed, Web ticket initiation and manual entry....Assignment of tickets and a whole lot more we have not implemented. It uses an SQL-server backend and has a KB repository.

Although letting go of a home grown system is difficult, there are many solutions out there, including this one, that have much more capability.

My company is a retail chain of 557+ stores in the US and Canada, 900+ internal employees and field personell. It has and is still serving us well. With an SQL server backend, reporting can be done via Crystal Reports or other DB Query solution.



Edited by jflaker on May 24 2006 at 10:20 AM

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Jeffrey Flaker -- Computer Support Specialist -- 100% Positive Feedback on 51 Computer Accepts
20 years in IT. Desktop support to programming
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May 25 2006 at 3:58 AM (17 hours and 41 minutes and 33 seconds later)
         
Reply to Jeffrey Flaker's Post: Hi Jeffrey:
We are a large loan institution. We really are not looking for a help desk solution but more of an incoming call center that is not involved in sales. The call center helps the borrower with qestions or problems. I need more info on the driving of legacy systems and knowledge management.
Customer (name blocked for privacy)
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May 25 2006 at 4:04 AM (6 minutes and 10 seconds later)
         
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Jeffrey Flaker -- Computer Support Specialist -- 100% Positive Feedback on 51 Computer Accepts
20 years in IT. Desktop support to programming
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April 4 2008 at 5:30 PM (680 days and 13 hours later)
         
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Customer (name blocked for privacy)
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