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c.Support for Windows - Workflow Management

Incident Management
Problem Management (Additional Module)
Change Management (Additional Module)
Service Level Management
Workflow Management
Change Requests with Automated Approvals
Asset Tracking and Management
Knowledge Management
Customer Self-Support
Ad Hoc Reporting via SQL Reporting Services
Customer Data Integration


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Workflow Management

Although service centers are similar at their core function, every organization has some level of uniqueness in its practice and methodologies. Workflow Management empowers a company to achieve an improved level of efficiency with better process control, greater accountability, advanced automation and streamlined customer service.

c.Support uses a robust workflow template function to allow users to track related issues and requests. These workflow templates often contain dependencies, or parent/child relationships. They can be as simple or complex as your needs dictate.

> Coordinate support activities that involve many steps, people, and departments.
> Prebuild and re-use templates to standardize repetitive projects.
> Create and use new workflows at any time.
> Implement dependent and parallel tasks to optimize the timing of each step and effort.

Here is an example of a complex workflow/related heirarchy template in c.Support.

 

 
"We looked at a variety of systems, and after a lot of consideration, Timebase Case Management was selected. We needed a service which is highly flexible, yet easy to use and Timebase Case Management met all those requirements. Additionally, as we have worked with Tricostar for many years, we were confident of the level of support and service they provide."
Paula Swan, Support Services Officer at Doncaster Metropolitan Borough Council.
"c.Support from Tricostar has enhanced the professionalism of our service and the consistency of information to customers by keeping our customer-facing staff and engineers up-to-date on queries reaching the help desk. c.Support is a very attractive package in terms of compatibility and cost."
Stuart McKay, technical support manager for data products, Panasonic UK

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