Technical and customer support systems

Systems providing technical and customer support are often major components of portals for both Resellers as well as customers.

These support systems are the result of the integration of existing "help desk" systems with the new web application, or they can be an entirely new solution. Support is provided to Resellers and customers through the website portal. On the in-house side, operators or attendants access the application through a web interface via a thin client, or through a stand-alone application installed on their computer. Attendants have access to the information available in the database, including previous transactions and communication with the Reseller or customer. On a basic level, these support systems can serve a similar role as much larger, complicated and costly CRM systems.

Based on our evaluation of existing systems, our solutions take best advantage of the integration of all customer components and systems. We provide guidance in the selection of new technology for technical and customer support systems, particularly as it pertains to implementing in the client's existing infrastructure to ensure compatibility and minimal cost.