PREMIER CALL AND DEFECT

TRACKING SYSTEM

CustomerFirst® is the premier call and defect tracking system for the 90s. It is the only system designed for software companies providing support directly to their customers.

CustomerFirst manages the workflow through your organization from the time a problem is first reported until it is finally resolved.

CustomerFirst tracks each incident of a problem including information about the customer such as:

• Software release,
• Hardware configuration,
• License agreements, and
• Maintenance contracts.

With CustomerFirst, you can respond to your increasing workload without a proportional increase in staff, improve the quality of your products, and deliver better service to your customers. CustomerFirst helps increase your revenues and profitability by providing the service necessary to attract and to retain satisfied customers.

CustomerFirst details

Key Features and Benefits

CustomerFirst HELPS CUSTOMER SUPPORT

CustomerFirst allows Customer Support to respond rapidly to technical questions by efficiently searching a knowledgebase of solutions to known problems. Unlike other systems that require a large investment of your time upfront to set up their "Engines," your CustomerFirst knowledge base builds itself as your organization uses it.

Your reps will access customer records quickly, easily, and respond to the next call in the queue. They will be able to record and link reports of the same or similar problems, and build a "common problems" knowledgebase. Therefore, better service will be provided by the information being made available to them to solve customer problems.

CustomerFirst HELPS DEVELOPMENT

By using a two-tiered method to track information, CustomerFirst offers a complete problem/defect tracking system for your software development department such as:

• CustomerFirst tracks defects, bug fixes, and enhancements
  
• CustomerFirst reduces or eliminates system defects
  
• CustomerFirst communicates with managers and support representatives
  
• CustomerFirst helps you estimate release dates for new versions
  
• CustomerFirst tracks lists of enhancements
  
• CustomerFirst manages development tasks, time estimates, and completion dates

CustomerFirst HELPS MANAGEMENT

The benefits to management are clear: better overall tracking and analysis, improved customer service, and increased revenues and profitability.

• CustomerFirst enhances product quality by ensuring that bugs don't slip through the cracks
  
• CustomerFirst allows you to manage all support, QA & development activities
  
• CustomerFirst helps you achieve targeted turnaround response goals
  
• CustomerFirst provides a knowledgebase so new support reps can use the experience & knowledge of more experienced staff members
  
• CustomerFirst helps you increase revenues by assuring that all billable support hours are charged, maintenance contracts are renewed, and both existing and new customers are cared for
  
• CustomerFirst is completely customizable to meet the requirements of your customers and staff
  
• CustomerFirst improves customer satisfaction and employee productivity
  
• CustomerFirst is easy to install and use so that implementation and training expenses are kept to a minimum

CustomerFirst details

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Copyright © 1996 Repository Technologies, Inc.
Last modified: April 21, 1997

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