eContact

Improve your end user relationships with integrated account management tools

Establish and sustain your business relationships by maintaining valuable customer information with eContact. Integrating account management features with the Support Desk, eContact gives you a 360 degree view of all your customer relationships. This central repository enables your teams to track account-level data, service level agreements, user contact information, and product ownership details.

Benefits

• Instant visibility into all your support interactions anytime and anywhere
• Increase productivity levels and service more customers faster with contact information at your fingertips
• Confirm end user identity and verify which users are authorized to receive support

Key Features

Complete contact information
Use eContact to provide company-wide access to a central system with all account information and user profiles

• Store inclusive account details such as user name, company, phone numbers, addresses, web sites, email addresses, Service Level Agreements and much more
• Use pre-defined database fields to easily record contact information or add custom fields to meet your specific needs
• Easily group related contacts together in a single account

Account management capabilities
Maintaining a comprehensive history of all user interactions helps you meet the unique needs of each customer

• Capture, view and edit all user transactions, including email, tickets, chats, and service calls in a single system
• Track user support history over time to anticipate needs and potential sales opportunities

Define and implement service contracts
Create and manage Service Level Agreements for all customer accounts that define the service you agree to provide to your accounts.

• Set up contracts that match the different types of services your support department offers
• When a customer contacts the service desk, confirm which types of services are available for their particular agreement