Commercial Solutions / Software Product Firms

Integrated Customer Care & Software Product Support

		Core Support Requirements				Services & Systems Available from Seneca
						Customer & Product Support (Tier 1, Tier 2) Total outsource, or blended with in-house support Business hours, after hours, or 7x24x365 Multi-Channel Options (Phone, IVR, eMail, Fax, Chat) Supplemental On-Site Technical Support Staffing Web-Based Customer Relationship Management Systems Web Based Self-Service Portal Web submit of service requests Review outstanding tickets Access to KnowledgeBases (e.g. FAQ's) Access to Documents (e.g. manuals, bug fixes) Update personal info/customize "My Support Page" Summary & Detailed Reporting (ACD, Agent Actions) Service Level Agreement Monitoring & Reporting
		Additional Components of Software Product LifeCycle				Supplemental Services & Systems from Seneca
						Customer Satisfaction Surveys Product Feature Surveys
						Summary Reports on Support Services Required Root Cause Analysis Reports
						Web-Based Submission & Tracking of Bug Fixes Web-Based Management of Enhancement Requests
						Usage Testing Prior to Product/Patch Release Review of Corresponding Documentation Development of KnowledgeBases for Support Document Management System (e.g. Version Controls)
						Implementation Support (e.g. Upgrades for Users)

SupporTrax™ Web-Based Systems include:
Service Request Management, KnowledgeBases, WorkFlow, Document Management, eForms, Scripting, CTI integration (with ACDs/telephony equipment), Forums, Asset Management, Self-Service Portals, Personal Portals, and Data Extraction & Reporting