1 / 10

Transform Microsoft Outlook into a Powerful Helpdesk with SupportCalls Add-In

Discover SupportCalls, an innovative issue-tracking add-in for Microsoft Outlook designed to enhance your helpdesk operations. This powerful tool turns Outlook into a fully-fledged service provider with ITIL-guided helpdesk functionalities, facilitating automated and structured support case management. Ideal for organizations, it streamlines email communication, integrates existing resources, and significantly reduces helpdesk costs. Leverage automation to handle repetitive tasks efficiently, improve response times, and increase end-user satisfaction with ongoing communication and reliable support.

shae
Download Presentation

Transform Microsoft Outlook into a Powerful Helpdesk with SupportCalls Add-In

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Introducing SUPPORTCALLS A tour of SupportCalls System in Microsoft Outlook

  2. An issue-tracking add-in for Microsoft Outlook • Transforms Outlook to a full fledged service provider. • ITIL guided helpdesk with automated and structured way of logging support cases. • Designed as a groupware with focus on collaboration WHAT IS SUPPORTCALLS?

  3. Highly optimized for personal email communication • Nightmare keeping track of emails. • Lacks the automation, reporting, reminders and workflowof a ticket over time. Outlook is great, BUT…

  4. To support the organizations' internal logic and workflows • To leverage and integrate existing resources • To automate on helpdesk's repetitive tasks • To caterto remote staffs with web access • To lowercost of helpdesk operations • To capitalize on staff’s existing knowledge of Outlook ExtendING YOUR Outlook …

  5. Caller Exchange Server HOW IT WORKS? Resolution to caller’s issue is communicated via email, phone calls or mobile SMS messaging • SupportCalls Web Access • Technician Web Access (TWA) • Customer Web Service (CWS) • Caller Web Access (CWA) • Web Knowledge base

  6. Logging of emails and webforms queries • Escalation of existing case on replies • Assignment of technicians on the fly • Notifications to callers/technicians AUTOMATIONs

  7. Single enterprise-wide view cases, callers and problems • Common point-of-call for your end-users • Structured workflow for all helpdesk activity • Automate repetitive helpdesk - no manual tasks • Organized state of cases means faster tracking requests and lesser response time. • Identify problem areas and increase helpdesk efficiency • Higher productivity and increased "up-time" for support staffs BENEFITS for your Help desk…

  8. Always in communication loops • Inspires confidence to the help desk service • A knowledgebase for first-level support • Check on the progress or status of the case via web • Request support in a standardized way with web form submission. • Case get resolved in a timely manner and hence customer satisfaction • Finally, helps in building trust and loyalty in your brand BENEFITS For YOUR END-USERs…

  9. System Requirement (Client) • Microsoft Office Outlook 2003 (SP2 or above) or Microsoft Office Outlook 2007 • Exchange server (can be hosted one too) • Microsoft .NET Framework 2.0 • Skype (Optional) • Phone attached to the modem (Optional) • Web Server Requirement (for web Access) • IIS with ASP.NET 2.0 & AJAX 1.0 (Optional) REQUIREMENTS

  10. Now that you have heard it all, don’t forget to go through more on our video demonstrations on SupportCalls System! • Thank you for your time! THANK YOU For watching!

More Related