Commercial Solutions / Software Product Firms

	SupporTrax™ Our expertise in supporting software is enhanced by our experience in developing and supporting SupporTrax - our own web-based incident tracking, help desk and service request management software. Through SupporTrax, your organization can review on a real-time basis all outstanding support requests. SupporTrax also tracks tickets that have been escalated to your staff, and can capture all bug fix requirements and suggestions for product enhancements

Customized Outsourced Solutions for Customer Care and Technology Support

Businesses typically lose 15-35% of their customers annually. Studies have shown that over 60% of these defections are due to poor sales or service interactions.

Providing the highest quality customer care is a challenge for any business. For businesses that must support their own software as part of customer care, the challenges are even greater.

Seneca's entire business is providing outsourced solutions for customer care and technology support. Our strongest expertise is in delivering profitable solutions for software product firms. Our solutions increase profitability and produce high ROI through:

• Increased customer satisfaction and customer retention
• Lowered costs of total lifecycle support
• Improved product enhancements & responsiveness to the market place
• Enhanced software quality control
• Improved communications between all key elements of the software product lifecycle (from R&D through end-user product support)

Our core business is providing direct support to your end-user customers, and providing the systems that coordinate all support and product development and maintenance activities. We can either supplement your existing customer support (e.g. provide after-hours support), or we can take over full responsibility for your Tier 1 and Tier 2 support. We operate as part of your overall team and coordinate effectively with your own staff and developers. Our services can be provided through our 7x24x365 Technology Support center (through voice, IVR, e-mail and fax), including interactions over the web (our Self-Service Portal, and web-based chat). We can also provide staffing at your own site.

In addition to end-user support, Seneca can provide services and systems that add substantial value to many other elements of your software development life cycle and related business processes: