We’ll tell you that PhaseWare is a powerful, affordable solution for small to mid-size companies. But what our customers tell you counts for even more. Here's feedback from just a few of our customers.

“We have utilized PhaseWare on a regional basis, seeing a number of operational improvements in our regional support centers as each has migrated to this platform,” said Pat Vaden. “Beginning with our Mid-America region in July 2006 and adding our Mountain States and Northwest regions, we have seen the benefits of this solution increase synergistically as more regions have been added,” said Vaden. “Utilizing this platform as an enterprise-level solution is the next best step.”

Pat Vaden
President and CEO 
PropertyInfo Corp.

 

"We have the ability to track an incident across departments and processes, or simply manage action items for individuals. The Search capabilities and Knowledge Base are powerful tools that eliminate re-discovery of problems, while the event engine alerts insure our processes stay on track.

• Easy to install and learn

• Flexible usability to meet varied business needs

• Powerful tools which both empower and enable"

 

According to American Messaging manager, Steve Miner, the main reason they decided to purchase PhaseWare Tracker was because of the flexibility offered by the program.  It was really the only system they considered which could be completely customized to meet their needs and requirements. Miner also estimates implementation of PhaseWare solutions has created a 50% improvement in support staff productivity.

Steve Miner
Manager, Technical Customer Support
American Messaging

 

 

"The excellent support in automating our customer service and technical support records has been invaluable. PhaseWare fills a definite need for businesses that are positioned for growth and want to combine efficiency and customer service. PhaseWare helps FSR sales, technical support and operations work more efficiently and productively together. PhaseWare Tracker help desk software will be a major factor in FSR’s success, helping us to stay on track with great customer service and technical support."

Leslie Carle Friedrich
President
Friedrich Software Resources

 

 

 

"You can customize Tracker to fit your processes without being a programmer. And PhaseWare is responsive to our requests for help. They make it very easy by giving us quick turnarounds. It’s really affordable. The price is better than anything I’ve seen—and I’ve been in the business over 10 years.

“Other products I’ve looked at for help desk support are way too cumbersome and take way too long to learn. PhaseWare Tracker is feature rich—and after one training session, we were off and running. It gets an “A” for user friendliness. Tracker’s drag and drop feature is awesome. I’ve never seen anything like it. I drag an email into Tracker, and it creates a new incident with customer, subject, problem already defined—instantaneously.”

Chris Irons
Information Technology Director
Lenders Title Company

 

Attorneys' Title Guaranty Fund provides title insurance to homebuyers and lenders, as well as a variety of investment services through a network of more than 3,700 attorneys in Illinois, Wisconsin and Indiana. The company’s IT call center uses PhaseWare Tracker to manage customer contact and to track potential customers.

"We were fortunate to be involved in the PhaseWare Tracker production version. It was an opportunity to give our input as a small to medium-sized business on what we needed the application to do and what we wanted to see included. I imagine other businesses our size have similar needs. Foremost, we wanted a fully functional product that was easy to learn—and Tracker certainly is. It’s completely intuitive. Once you learn the basics, it’s easy to get it to do what you want." 

Bob Blessman
Chief Information Officer
Attorneys' Title Guaranty Fund, Inc.

 

“We can handle a higher number of calls with the same number of technicians.  The number of calls hasn’t really changed, but the resolution turnaround time is shorter because we can take down their information faster and find out what the problem is and get it resolved and keep track of all of this.  PhaseWare enables us to spend more time actually solving customer problems rather than performing administrative tasks like keying in data.  On a daily basis, this saves approximately 1 to 1.5 hours.”

James Baldwin
Technical Support Analyst
WorldTelemetry

 

 

“Strategic impact is huge!  The Self Service Center - we have had customers ask us for years and years - they report a bug to us and from their perspective, it just falls into this big black hole.  They don't know the status of it and with the Self Service Center, they can look up their incident....we have it set up so that they can see the status of the problem incident.......It's just huge!” 

Michele Dietzel
Software Support
Dexter + Chaney

 

 

 

 

“So far, so good.  You (Karen), Jack, Hoyt, and Randall have done a wonderful job for us and I have enjoyed working with you all very much!  We are all very excited here about Tracker and the good things it will bring to our company.” 

Jeffrey D. DeCristo
QA Associate Scientist II
QA Supervisor
Thermo Fisher Scientific

 

 

 

“I just wanted to....express our appreciation for the extra effort PhaseWare put in to ensure that phase one of our project was concluded successfully.  It speaks very highly of your commitment to those of us who look to you for support.” 

Ben Clum
Director, Client Services
FINCAD

 

 

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