Revelation Supports Software Companies
YellowFish Software sells one product - Revelation Helpdesk
- that is so flexible and so powerful it can support an internal help desk and an external helpdesk, it can support a school, or a school district, and it can even break out of IT support and support products - whatever those products happen to be.
Today we're looking at how Revelation
- with only about 20 minutes of work in the administration area - can support a software company with multiple product families and multiple product versions for each product. Now this is just one possible configuration of Revelation Helpdesk. Revelation can be configured to match any process and deliver any reporting you require.
In this example our software company has a line of 'easy' products - EasyBuilder, EasyPrinter, EasyShipper & EasyWriter. I just made these names up for this article so if you own or use these names please let me know and I'll change them - unless you'd like to use Revelation helpdesk
for your product support.
So - let's start out with the customizations:
First I changed the primary phrases in Revelation
- very easy.
With this done I created four product families representing the different product lines this fictitious software company produces.
Then I assigned individual products to two of my customers. You'll see that I can set a product name which includes the version as well as the product family it belongs to. This is so I can track issues related to individual versions as well as to the family as a whole.
These changes took 10 minutes to make and now I can add my customers, their people and more importantly I can add their license code, individual product versions and product families. When a customer contacts the help desk and I choose their company name from the drop down I immediately see the software package they are using.
Of course this method could become cumbersome if you have thousands or tens of thousands of customers so you can use the contact search tool on the log a call page to find end user by name, license number, company name, etc. In the image below I entered the customers' license number and it comes back with a popup showing me one or more customers that match my search.
In this case there was just one and when I click on them the log a ticket form is populated with their information automatically. So as I go through the process of logging and assigning new tickets - my support staff will see all of the top line information for each ticket on the home page - the company, product, issue, SLA dates & times, etc.
And they can get into a ticket by simply clicking on it. The simple modifications I made at the beginning of this also flow easily through to the reporting area of Revelation helpdesk
. I can access the Ticket Monitor Dashboard and very quickly see how many open tickets we are working on, what stage in the process they are at and even see a breakdown by product family.
If you have released a new version in mid November (see below) you can use the built in trend report to track the increases and decreases in customer issues just after a release.
There are plenty more reports built into Revelation
that become instantly focused on the issues and needs of a software or other product company who is looking to improve their support process and increase customer satisfaction. Revelation
also features a report builder to create any other reports you need and integrated customer satisfaction surveys can be customized per product or family of products.
If you want to learn more about how Revelation helpdesk
can help you improve your support process and increase customer satisfaction - please visit the website now.