Retargeter Incident Management software, Complaint Management Software, SLA Tracking, Time Tracking

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"PhaseWare has made a significant contribution to the support staffs of our customer base. I’ve attempted to let some of them speak to specific points in this response, but I would also be happy to let you speak first hand to PhaseWare clients"

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Tracker: Customer Management, Complaint Management, Time Tracking, and SLA Compliance

Key Benefits

  • Easy Adoption
    Most customers are using it within a day of implementation.
  • Increase First Call Resolution (FCR)
    Give CSRs the power of a searchable knowledgebase.
  • Email Support Integration with Outlook
    Create tickets from emails, send acknowledgement of receipt, and offer suggestions for troubleshooting and resolution without tying up an agent.
  • Track and Trend
    Track ticket duration from open to close and time spent per incident. Nip problems in the bud with early problem detection and efficiently create projects and close groups of tickets about the same issue.
  • Create Unlimited SLA packages
    Customize service packages to your customers’ needs.
  • Full Life Cycle Ticket Management
    Follow tickets from submission to resolution without any falling through the cracks.

Tracker does just what its name implies…it tracks the information you need for incident management and customer support success.

Key Features

  • View detailed customer information with the click of a button.
  • Offer true Multichannel Service and Support.
  • Create tickets from any communication channel: phone, email, chat, self service center.
  • Effectively manage CSR performance by dashboard.
  • Build workflow templates customized to your processes.
  • Develop a searchable knowledge base of solutions, tips, troubleshooting steps, and documentation.
  • Improve billing and up-sell/cross-sell opportunities.
  • Use generic reports or create custom reports.
  • Easily manage security with unlimited groups and detailed authorization levels.

Complete flexibility in software delivery

  • On-Site
  • Web-Based
  • Mobile

Choose any or all delivery methods to fit your business model. Choose on-premise for internal use and web-based to offer the package to your customers or branch offices. Or use our hosted model for the office and Tracker Mobile when you are on the go. Just mix and match!