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Reduce cost and
increase your ability to support your customers:
Integrating Customer Support and Defect Tracking-an
architecture for success
A whitepaper by Soffront Software, Inc.
Abstract
In today’s fast moving business environment it is
important to provide customers with timely support
when problems occur. Effective customer support
keeps customers happy and improves your ability to
keep them as a customer. Customer Support modules
within CRM systems provide this functionality.
Customer problems may be ones that can be resolved
with a known or researched solution. Some problems,
though, cannot be resolved in this way. These
problems involve the design of the product or
software. Many companies today use Defect Tracking
Systems to help them track and manage these issues.
These same systems can also help them manage feature
and enhancement requests, and help plan and document
product releases.
Frequently the Customer Support system and the
Defect Tracking System are separate pieces of
software. Usually they do not talk to one another.
So when a support problem needs to be reported to
Engineering, first the Support Agent needs to
document the problem, and then the Engineer
has to enter this data into the Defect Tracking
System. And the Engineer may not have access to all
the information collected by Customer Support, and
may have to retrace steps already taken by the
Support Agent.
Companies who get the best results from their
Customer Support and Defect Tracking development
systems are those who use integrated system.
Maintaining two different systems has many costs and
issues. They cost more to use and support, and they
inhibit the flow of information to engineering of
possible product problems, and the flow of
information to support about problems that have been
resolved.
Soffront CRM offers this integration. Soffront
pioneered this in 1992 with the first integrated
Defect Tracking and Customer Support solution.
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