LiveTime Service Management Solutions for Technology

Technology Solutions
Responsive customer support and service is vital in the technology and telecommunications arena. Your competitors want your customers, so the key to ensuring their loyalty is to provide the very best service and support.

Happy customers bring more customers; unhappy customers are costly.

The quality and efficiency of your customer support is a reflection of your company, which directly impacts your bottom-line.

Your support personnel provide vital services such as reassuring potential customers during pre-sales demonstrations, managing installation and upgrade processes and helping customers with routine maintenance.

The competance and skill employed while providing these services can set your organization apart from the competition.

Service level management

Typically, in small to medium size organizations, the first line of support is handled over the phone or via email. A technician will log the call, attempt to solve the problem, deliver a response and archive any case notes. Cases which can't quickly be solved are escalated to a more qualified agent.

The whole process is tracked by a variety of systems ranging from homegrown applications to more complex commercial solutions.

Although these systems may solve most support issues (with only an occasional ticket falling through the cracks), they do little to minimize the emotional response of customers (many of whom are already unhappy when they place the call).

Without effective service level management and timely notifications, customers are not kept informed throughout the support cycle and are often left feeling helpless and frustrated.

Many large enterprises have a legacy system in place as a support service. The limitations of these systems become apparent when new technologies are adopted and when the organization experiences growth or change.

Buy the best and buy it once

LiveTime solutions are highly scalable - installation and configuration are just as easy for a small organization as they are for a department with thousands of technicians and clients.

Any browser can be used to access the system. And because the browser interface is pure HTML (no downloads or plug-ins) there is zero cost for client installation and maintenance.

The solutions allow organizations to store knowledge gained through solving support issues by cataloging solutions in the knowledge base -- information that can be leveraged during future product development.

No hidden costs

LiveTime products are complete solutions with no hidden costs. Essential functionality comes standard and includes reporting, service level management, escalation, asset management, knowledge management, client self service and integration with LDAP/Active Directory.

LiveTime Service Management solutions have a rapid return on investment (ROI) and have been deployed in technology companies around the world, enabling them to provide a streamlined support service with complete audit trails.

With its flexible open-standards technology and support for ITIL best practices, LiveTime is perfectly situated to grow with your organization. It offers all the functionality needed by your technicians to manage their case flow, freeing them to provide the very best customer support experience.

Multi-channel service desk

Featured Technology Customers

 

NEC
www.nec.com

InComm
www.incomm.com

CGI
www.cgi.com

Pathway Communcations
www.pathcom.com

HRM Software
www.hrmsoftware.com

Polymorphia
www.polymorphia.com