PhaseWare Overview

PhaseWare Overview

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Customer management

The first step in customer service is knowing your customers inside and out—and having every piece of information organized and at your fingertips. Tracker gives your team the in-depth knowledge they need to understand customer concerns and resolve issues quickly and efficiently

Customer information

Tracker makes it easy to locate and manage all of your critical customer information—from contacts and locations to products and assets. You can use the quick customer entry screen to add customers on the fly when you create an incident—or use the full-featured customer entry screen to enter detailed customer information.

Here’s a closer look at everything you can do with Tracker’s customer management function. 

Add contacts

• Create an unlimited number of contacts for each customer.
• Associate each contact with a specific location.
• Create an unlimited number of locations/addresses for each customer.
• Associate a contact with multiple customers and track the cumulative activity for that contact.

Add products

• Enter an unlimited number of products for each customer.
• Enter an unlimited number of purchases for each product so you can track license or serial numbers.

Add support and maintenance packages

• Set up an unlimited number of support packages for each customer organized by product as appropriate.
• Associate a support package with one or many products.
• Apply an individual support package cumulatively or individually by product.

Create a default email list

• Establish default mailing lists for the customer for both incident-related emails and general emails.
• Customize the list to send incident-related emails only to contacts at a specific location.

Perform customer and contact searches

• Locate a customer or contact quickly using flexible search by company name, contact name, address, customer ID, product, license number, serial number or other variables.
• Sort and group search results—and launch incident history, information and other pertinent screens.

Additional features

• Flag customers with a color indicator—highlight customer status, customer service standing, etc.
• Establish customer relationships by setting up parent and child records—for example, set up the headquarters as a parent record and field locations as children.
• Maintain data integrity by archiving records—they’ll stay associated with old incidents but be removed from viewing or selection for new incidents.
• Archive data at any level, including the entire customer or an individual location, contact or product.
• Tie customers to accounting or sales systems by recording sales IDs and billing IDs.
• Communicate with these systems through built-in programming APIs that are easy to use by your in-house developer or PhaseWare Services.

Tracker’s pop-up information screens give you instant access to relevant information for customers and contacts. You can access information screens quickly from multiple places throughout the application, including the incident screen after you select a customer or contact. You can also launch other functions and screens from the information screen, including incident history, new incident and main customer entry.

Tracker’s information screens feature:

• Incident information, including current number of open incidents, number of incidents in the last 30 days and average number of incidents a month over the last six months
• Product listing and product purchase history
• Contact listing, including details on each contact
• Location listing, including details on associated contacts
• Billing information, including billable work in the last 30 and 90 days, any unbilled incidents, active support packages by product and whether customer has exceeded any support allowances
• Service-level information, including 30-day and 90-day response and resolution success rates cumulatively and by support package

Tracker lets you monitor and track internal response goals and external service-level commitments. Reporting and demonstrating your performance with the system’s SLA tracking function lets you set yourself apart from the competition.

Tracker lets you set up an unlimited number of support packages—with flexibility in how you configure each package. You can create systemwide support packages or packages configured per customer and per product. This enables you to track several support packages for a single customer covering a variety of products. You can also set up default support packages by product.

Tracker lets you configure support hours systemwide, by customer, by product or by priority—and set required response and resolution times for each priority. You can get quick access to SLA compliance statistics by customer from the incident screen and run SLA compliance reports by customer, department and agent.

Tracker lets you track time and improve billing accuracy for all of your support or maintenance packages. 

You can set up program support packages to reflect customer billing for service agreements on a per-incident or hourly basis. You can set up packages to include a fixed number of incidents or hours each month or year. You can also create packages that include unlimited support for a given period.

Tracking how much support a customer has used is easy with onscreen updates on the incident and customer information screens. You’ll also receive alerts when customer support packages are coming up for renewal.
Any support a customer receives after a support package has lapsed is listed clearly as unbilled.

Tracker lets you flag an incident that’s billable because it falls outside of a standard support agreement. Then you can bill the item on a flat rate or hourly rate—and even set a minimum charge. You can also flag a courtesy call or other incidents that shouldn’t be charged against a support package.

Tracker’s cumulative billing report gives you complete information on combined billing activity, including support package overages and billable incidents.