Imagine being able to gather information from multiple databases, custom fields, and submitted text and then to be
able to authenticate that information and tie it to a specific customer or type of customer. SmarterTrack accomplishes
all of this and then allows you to report on this information with virtually limitless combinations showing summary
information and/or trends across any time frame for fields, agents, etc. SmarterTrack has been intelligently designed
for real-world use.
SmarterTrack comes pre-loaded with over 60 Summary and Trend reports that allow administrators and managers to accurately measure results and
establish policies. Summary and Trend results can be grouped and filtered in numerous ways to provide
the business intelligence companies need, when they need it, via Custom Reports.
The cost analysis functionality within SmarterTrack allows you to define the costs and
time for each Customer Service function—Ticket, Live Chat, etc.—and then report on those costs. This
ability can let managers and administrators look into their organization to determine which
products or services are generating the most interest for the sales department or the most traffic
for the support team. There is no limit to the level or granularity of the costing information that
can be reported and acted upon.
Custom reports allow you to define a report once which can then be delivered on a regular schedule to the executive team,
marketing department, sales force, or who ever needs the valuable information. Email reports can be delivered as simple
text data or can include intuitive charts. For more information about the power of custom fields and reports, visit the
Customization section.