A very comprehensive yet easy to use support
staff web application to effectively create, log and manage support cases
entered by customers or by other support staff members. Applications include
extensive case search capabilities, case routing and priority functions,
administration functions, support dispatcher status availability screen,
complete integrated asset management component and much more.
Customer Database - Create, update, delete and search customer
- Web-Based Interface - All Tech+Center program and configuration
functions are accessed from an easy to use WWW based interface. Tech+Center
pages are compatible with either Netscape Navigator or MS Internet Explorer.
Support Staff Database - Create, update and delete support staff
Asset Management Database - Create, update, and delete assets and
log cases for particular equipment.
Case Record Database - Create, update, delete and search case
Multi-Criteria Case Search - Perform complex case record searches
without a knowledge of SQL.
Support Staff Functional Groups - Organize support staff members
into functional groups to help optimize the dispatching and resolution of
Dispatcher Screens - Get up to the minute information on tech
staff availability for large telephone-based support organizations.
Integrated Email - Customers receive automatic email notification
to confirm the opening of new cases, as well as other selected events. Tech
support staff can conveniently email case reports to customers, and
customers can conveniently find case reports in the DB and have them
Timely Reports - Auto-refreshing status of open cases for
individuals, groups and dispatcher screens.
Security - User-Id/Password security to prevent un-authorized
access to site and database, as well as other additional security features.
Configuration - All features and user choices are configurable
with easy to use Web-based forms and enus. No database experience is
The Tech+Center login page can be customized to include your corporate Web
site graphical requirements. Additional custom support features can be added
for additional costs.
Hardware and Software Requirements:
- Windows NT Server OS 4.0 Windows 2000 or NT workstation 4.0
- MS SQL Server 7.0/SQL 2000 or MS Access DB Drivers (Installed with
- 120MHz Pentium PC (or faster)
- 32 Mbytes RAM (or more)
- 2.0 GB hard drive (or more for large DBs)
- MS Internet Information Server or Peer Web Server
- Internet Connection