Enterprise Customer Portal for axosoft® OnTime™

Overview

Our Enterprise Customer Portal is a web-based Software that extends and complements your axosoft® OnTime™ HelpDesk/Bug Tracking software. It provides your customers with a high-quality and attractive functional interface that utilizes latest web-technology to provide a positive support experience.

The Customer Portal is the product of many years experience in working directly with Customers and Service Providers and thus guarantees to be a forward thinking product that ensures your relationship with your customers is on a future track.

If you are looking for a solution that offers complete branding, customization, consolidation of existing information structures through intelligent integration, enhanced back-office workflow and allows your Customers to work smarter by providing intuitive controls, design and function that allow better operational workflow integration - then you have just found it.

Why do I need this?

Your Customer Portal is most likely your only chance you will have to make an impression of your company towards your existing and prospective customers. For many businesses it is the only form of contact a customer will ever have with you - and for many prospective customers that aspect will have a significant impact on their buying decision.

The axosoft OnTime Software is geared towards internal processing and management providing only a simple non-interactive user interface for a Customer to leave his issues, wishes or feedback let alone provide some level of control.

The importance of a good Customer Portal

The Customer Portal is a key tool to interact with the Customer. You can manage your relationship with the Customer, provide interaction to learn more about his interests and needs, present more tools and information to manage his account with you, sell additional services and products, provide news and important information, self-help guides and many more items by interfacing the Customer Portal with additional data warehouses and information systems.

The advantages of a flexible Customer Portal

The Enterprise Customer Portal allows you to run your own Customer Portal that can tap into your Back-Office software to fill the Customer Portal with extended information and functionality. And why not? Automation is key to time and cost savings not only for you but also for your Customers. Allow your Customers to participate in your business cycle where needed - provide business and task oriented interfaces and tools that make sense and don't have to be alienated - customize the system to fulfill your needs and that of your Customers and not the other way round.

Benefits

The Enterprise Customer Portal provides you the main benefit of maintaining a standardized tailor-made Customer Portal - getting the extra without the overhead. Below we have summarized some of the most common benefits:

• Adjust the look & feel according to your Corporate Identity (CI) or any other design guide
• By-pass any limitation that your current pre-packaged Customer Portal has
• Provide a new powerful API for third party infomation systems, partners and customers
• Integrate to any third-party information system such as Accounting, Billing, CRM, Sharepoint, Web-Service Provider
• Higher customer satisfaction through the use of latest web-technology and a feature-rich interface (charts, interactive tables, lightbox, ...)
• Whitelabel the solution and integrate it with your own products
• Localization - provide an interface that is native to its Users
• Statistics - learn more about your Customers
• Transparency - provide information in its native form and detail allowing for a better comprehension

Features

The Enterprise Customer Portal is a base system that provides a basic set of features and capabilities. As the product grows so will the list of basic features that will be distributed to all maintenance subscribers (and new customers) free of charge. Here is standard feature list:

• Customer Self Management - Customers have a System Administrator role by which they can create and manage their own contacts (colleagues).
• Incident Grouping - Incidents can be grouped by Priority or a Custom List allowing for setup of SLA types as group.
• Incident Color Highlighting - Provide color attributes for individual groups to highlight on the dashboard and in the incident list.
• Priority Preference - Incidents are extended with a Priority Custom field that can be managed by the Customer allowing a personal preferential order.
• Account Manager - Assign individual Users as Account Managers to Customers which are then displayed in the Portal.
• Worklog Transparency - Show/Hide Worklogs or provide a complete custom algorithm to show Customers up-to-date worklogs.
• Dashboard - The dashboard features a pie chart graph showing the status of currently open Incidents ordered by Grouping. In addition a current open-incident worklog summary is displayed.
• Views - Filter Incident List View by Open, Closed or Archived Status/Workflow
• Document Repository - Upload and Manage a file-system like repository for public files
• Wiki Help - Use Word Documents to create and maintain a public Wiki Help system
• Customer Repository - Upload and Manage a file-system like repository for customer specific files
• Dynamic Search - Realtime-lookup search feature that searches through select fields (Ticket Number, Description, Resolution,...) as you type.
• Feeds - Read and display up-to-date feeds and display them in the Portal (e.g. Company News, Announcements,...)
• My Incidents - Incidents submitted by the current contact are segregated and allow for 'requires action' highlighting.
• Alert Subscription - One-Click Alert Subscription of tickets. You can also auto-subscribe other managers.
• Customer Incident Statistics - View Statistics on which of your colleagues has how many open, closed and total tickets.
• Brand-able - Change the look and feel to match your Corporate Identity (CI)
• Multi-Language - Native Multi-Language support to allow for translation of any item.
• Lightboxing - Incident Detail shows related Emails, Images and tickets in Lightboxes not separate pages.
• Attachment Upload - Upload new attachments for an Incident
• Reply Signature - Each reply inserts a reply signature similar to OnTime's User Signature to show which Customer Contact replied to an Incident.