Param Software Services Pvt Ltd
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Customer Support System
                              

Contact Management System

1. User Module
   This web-based module allows the customers to register, submit their service requests and view the status of their service requests on-line at their own convenience.

2. Support Module

This is a smart-client application to be installed and used by the support users of an organization.
This module is connected to the database on the Internet and provides the support users an up-to-date information about the tickets assigned to them and their status.

This module includes the most important management features of the PowerCare system and this is a core module of the system.

The support module allows the users to access the tickets assigned to them with all the details, take various actions on the tickets, access and maintain the knowledgebase, maintain the assignment rules, maintain the customers, products, users, etc. along with many more features.

3. Email Module

An email module automates the transfer of the emails received from the customers to the PowerCare database.

The email module, downloads the emails from a POP3 account at a specified frequency, and saves them to the PowerCare database.

The support user has a full control over these stored emails. The stored email can be converted to the service request or a follow-up action by just a mouse click from the support user. 

The module has a built-in intelligence to distinguish between an on-going email conversation over a particular service request and a new service request.

4. Report Module

This is a very important module for a key person of an organization. This module is provided as a web-based module.

This module includes the reports to view the status of the customer support activities going on through the PowerCare system.