CaseTracker lets customers submit their technical issues, track them, and run reports on them. They can even have a prioritizing dialogue with their support rep via CaseTracker. The telephone is not always the best way to reach people, and sending detailed emails or forms is not the most efficient way to report product issues. When customers enter a problem into CaseTracker, their assigned support reps get an email or are paged about it, so the dialogue to solve the problems can begin immediately. Because it's a web-based application, CaseTracker gives Expert Alliance customers flexible ways to check the status at any time.
Customers are in sync with support reps in knowing what's going on with their issues.
CaseTracker is also a good example of how our customers can create their own extranet support applications using Netscape solutions. In the past, security issues prevented us from making internal support databases accessible to customers. The Netscape extranet's ability to authenticate users via digital certificates and Netscape Directory Server software helped make the CaseTracker idea viable. CaseTracker also uses an HTML and JavaScript user interface, Enterprise Server software for HTML processing, and Netscape Application Server software to interface with our back-end relational database. CaseTracker has given us a great return on investment.