Customer support portal

Improve your online services and reduce the burden on your technical and sales resources.

• Browser and smartphone interfaces for Customer Sales and Support enquiries.
• Call logging, tracking, FAQ and self-help.
• Personalised welcome messages.
• Head Office access to cranch calls.
• Identify products or services and inventory items during call logging.
• Web links to relevant documents, resources, promotions, etc.
• Customer feedback form and customer satisfaction surveys.
• Allows customers to log and track change requests.
• Assign key contacts as administratiors of their customer details and contacts.
• Auto allocation and notification to designated support or sales teams.
• Complies with GDPR 'right to be forgotten'.
• Utilise EMLmonitor to receive enquires and support requests directly into your helpdesk.

Account management

Instant access to latest customer details and support issues.

• Hold details of leads, prospects and customers.
• Track communications, add attachments such as quotations.
• Customer event history and diary records.
• Configurable fields to analyse markets sectors and regions.
• Assign specific Account Managers or Sales Teams and Support Teams to customers.
• Provide Account Managers with access directly to their own customer records.
• Record contacts and assign general customer logins or contact level login.
• Obtain contact email lists compliant with GDPR opt out.
• Viewable call histories and reporting based on customer hierarchies.
• Set SLA profiles for each customer.
• Track time, expenses and materials and produce billing reports.
• Group customers for specific document links and FAQs.
• Set up your products or services and assign to customers.
• Track calls against products and services.

Inventory, change & problem

Turn on the features that enhance your service delivery.

• Change Management:
• Manage changes to products through integrated change and release management.
• Track customer related projects.
• Manage the change progress and approval process through to completion.

• Problem Management:
• Problem management features consistent with sitehelpdesk-IT tailored to identify problems with products and services.
• Use problem management tools to analyse trends and issues.
• Manage Problem resoluton progress.
• Known error work arounds available in knowledgebase searches.

• Inventory Management:
• Record customer inventories.
• History of incidents and changes.
• Configurable data collection to suit the types of inventory held.
• Maintenance schedules, requests and warranty returns tracking.