PhaseWare Overview

PhaseWare Overview

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One of the toughest things about providing excellent customer service is having the information you need at your fingertips. Tracker solves the problem with information management features that let you find what you’re looking for fast—and deal with issues quickly and efficiently.

Tracker makes it easy to build a solutions knowledgebase that helps your employees resolve issues more quickly and accurately.

Each solution in the knowledgebase includes:

• A full description of the problem (unlimited length)
• The full description of the solution (unlimited length)
• Products or services covered by the solution
• A list of related solutions
• A resolution classification
• Attachments

Your employees can add comments and ratings to the solutions in the knowledgebase—and use the rating information to select the best solution for a current issue. They can also see how many times a solution has been viewed and used. If an employee finds a solution that resolves a current issue, it’s easy to apply the solution to the incident with a couple of clicks.

Tracker’s incident screens include quick access to relevant solutions based on the description of the incident. Your employees can also use the knowledgebase’s search function to find more options. This full-text search makes it easy to find solutions and incidents using questions in everyday language. The search engine checks all journal items, descriptions and searchable attachments, including Word documents and Excel spreadsheets. It then lists search results with the most relevant findings at the top.

Tracker’s sophisticated search capabilities make it fast and easy to find a specific incident, contact or customer fast. You can find both open and closed incidents by searching more than 40 fields. You can also save an unlimited number of your favorite searches for instant access to search results. Tracker lets you organize the incident search view by selecting which fields to view, which fields to sort or group and applying other filters.

Tracker’s Incident Manager stays up to date automatically with newly assigned incidents and other recent data additions. It also can perform a range of actions on multiple incidents simultaneously, including closing and re-assigning.

Tracker lets you create customized e-mail templates that all of your employees can use to create e-mails with a consistent, professional look. You can create companywide templates—or customized options for each department.

When you add new customers to Tracker, you can establish default mailing lists that set up contacts to receive incident-related email or general e-mails or both. And Tracker automatically attaches any outbound emails you send to the incident you’re writing about.