Business Process Support, underpinning your business

Successful organisations are faced with the challenge of managing complex internal support processes that the business needs to run efficiently. In most cases, such processes do not directly interface with internal or external customers, but are vital for providing first class customer service. All too often, inter-departmental processes are simply bolted onto an existing business function. A common example of this is how defect tracking within an ISV (Independent Software Vendor) business is often considered part of the customer helpdesk function.

In most cases this is a compromise that fails to work for the business, with a considerable knock-on effect to the customer. The Supportworks family of Business Support Solutions are designed to correctly support these independent business processes. Interfacing with customer and employee support solutions deployed within the organisation, Supportworks provides a single, seamless interface to customers and employees whilst providing the specific functionality, process automation and support needed by internal business functions.

Designed specifically for organisations that have engineering and development functions. These organisations face the challenge of tracking and managing pre and post production defects, product enhancement requests, QA processes and managing the release cycle of products.

A solution designed specifically for organisations, or outsourced service providers that need to handle and track a large number of accounts payable/accounts receivable requests from both customers and suppliers.

A solution designed to capture complaints from customers, creating the visibility and escalation processes to ensure that complaints are handled in a timely and effective manner. Integration is provided with Office applications, email and the Web to ensure that flexible customer communication is provided.