Customer Service organizations have unique requirements and SmarterTrack is designed to accommodate them. Custom fields
can be required at the Portal and/or be populated from other databases and applications to better deliver vital
information and enhance reporting and data mining efforts. Exposed Web services enable the automation of virtually all functions
and operations and make them accessable from popular control panels. In addition, the Portal and Management Interface
can be custom skinned to maintain brand identity and consistent customer experience. These customization features are also available
for businesses using Hosted SmarterTrack.
Custom fields take life in SmarterTrack:
- Collect important information about your customers and their systems prior to creating a Ticket.
- Deliver accurate and relevant solutions to your customers based upon the information you collect.
- Report on the costs or effectiveness of supporting a particular service or product...made or delivered on a certain
day...from one specific data center or distribution point...all through one Web application.
- Provide your agents real-time information into the specific needs and configuration of each customer in a myriad of configurations.
SmarterTrack uses the power of custom fields to accomplish all of this and more.
SmarterTrack is flexible enough to access external databases for user/customer authentication and to populate custom
fields based on that data. Customers and agents can now use common log in information and customer-specific details to have data
displayed, confirmed, and used in real-time without changing screens or worrying that the data is up to date. Agents
can now give detailed responses and solutions based upon the individual specifications and requirements of each customer,
reducing time and costs.
SmarterTrack was built with custom configuration and automation in mind. System administrators have the ability to access the
SmarterTrack application via exposed Web services. These allow for the automation of a variety of different tasks:
- Retrieve ticket information
- Query a Ticket(s)
- Create and reply to Tickets
- Set custom fields or comments for tickets
- Get lists of departments, groups, and agents
- Monitor the number of active Tickets for your organization
- Much more
SmarterTrack was built using the STInterfaceFramework so
both the Portal and Management Interface can be custom skinned to project a consistent customer and agent experience. More information regarding the
custom skinning and the STInterfaceFramework is available in the Introduction section.