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is RTI's eCRM module for use by customers and partners. This web interface enables your customers to access a knowledgebase of resolutions to common problems, check the status of open incidents, and report new incidents to support. It facilitates communication, expedites reporting, and provides access to information and help during both business and non business hours without the expense of hiring additional personnel. Appropriate permissions allow authorized customers controlled access to a subset of the information that is available to internal personnel. You can control what they can view and update. WebFirst allows customers and partners to:
  • Enter new incidents including attaching of files;
  • Display their own open and recently closed incidents to review their status and optionally enter an activity or message regarding the incident;
  • Query the knowledgebase to answer their questions and/or download a Temporary Fix;
  • Download documents, files, fixes, etc that you have made accessible through the File Download Manager feature of CustomerFirst;
  • For customers to whom you have given an administrative ID, they can also update customer and contact information.


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