CRM Integration

Any disconnect between your customer support team and your development team can reduce efficiency and productivity in your organization. If a defect is found, or an enhancement is requested, and it never makes it from your support team's system into your development system, your development team may miss an opportunity to resolve the issue during a regular product development cycle resulting in emergency patches, lower customer satisfaction and additional work for both teams. TechExcel DevTrack plus CRM truly allows you to optimize the important relationship between customer support and development without sacrificing the autonomy of either organization.

By integrating DevTrack and TechExcel CustomerWise, TechExcel provides an ideal solution to manage the whole lifecycle of an issue from its reporting by the customer to its resolution by the support and development teams. This integration ensures the support team and development team can work together to resolve a customer issue efficiently.

TechExcel CustomerWise is a complete customer support and help desk solution, combining the power of the Web with sophisticated client/server, workflow, communication, and wireless technologies. DevTrack and TechExcel CustomerWise can be configured to share a common database, allowing customer support teams and development teams to easily collaborate, share data, and automatically update each other.

When a customer support incident requires the involvement of developers to resolve it, the support team can easily copy the incident from TechExcel CustomerWise to DevTrack as a new issue, automatically creating a live two-way link between the support incident and the DevTrack issue. This live link ensures both the support team and development team always have access to the most current information. When the development team is making progress in resolving the issue, the issue status change can trigger the auto email notification to the support team so that the support team can give the customer timely status update. When new information comes in from the customer about the support incident, the most up-to-date information is also instantly available to the development team.

The benefits of integrating DevTrack with other applications doesn't end with TechExcel CustomerWise. DevTrack can also be integrated with other third party applications via the DevTrack LinkPlus COM module. Third party applications can call functions in the DevTrack LinkPlus COM to create new issues, update issues, and retrieve info in DevTrack.

DevTrack LinkPlus requires separate purchase. To learn more about it, please download the DevTrack LinkPlus User Guide.

To learn more about TechExcel CustomerWise and other TechExcel CRM products, please visit our related Web pages.