Agents can use the software to view customers' histories with your company, sales leads and information about product defects. Agents enter a description of customers' issues using the TrackWeb Help Desk module, which automatically assigns each customer an ID number and creates trouble tickets for them. Customers can then visit your company's Web site to find out what progress your company makes with their specific problems. If employees in your quality assurance department test a product and find defects, they can save a written record of them in a Microsoft SQL Server or Oracle database using the TrackWeb Defects module. TrackWeb Sales automatically routes customers' contact information and any data that customers enter into Web forms to the agents who are most qualified to help them.
Agents can view each customer's record, as shown here.
If customers prefer to find their own answers, TrackWeb Knowledge Base provides them with an on-line knowledge base that they can consult from your company's Web site. TrackWeb CRM 6.0 runs from a Windows NT or Windows 2000 server. All prices include licenses for five agents and one supervisor, and pricing for additional licenses varies with each module.