LAFAYETTE, CALIF. – June 3, 2013 – TechExcel Inc., a leading provider of IT Service Management and customer support software, today announced the release of ServiceWise and CustomerWise 9.2. The latest release of the company’s helpdesk software (ServiceWise) and customer support solution (CustomerWise) includes new features and enhancements that help enterprises more effectively optimize their IT infrastructure and obtain real-time ROI of their marketing, sales and customer service campaigns. TechExcel will host a live webinar showcasing ServiceWise and CustomerWise 9.2 on June 20th at 11:00 AM (Pacific). To register for this free event, visit https://www2.gotomeeting.com/register/672642426.
“We are dedicated to developing intelligent solutions that help our customers optimize their business processes,” said Dr. Tieren Zhou, TechExcel Founder and Chief Software Architect. “Integration with Google Analytics takes this even further by enabling them to connect advertising dollars with lead tracking, marketing, and sales efforts to obtain actual ROI statistics and a deeper understanding of their audiences.”
Google Analytics Integration
ServiceWise and CustomerWise now include integration with Google Analytics, enabling users to obtain actual ROI metrics from online forms created using TechExcel FormWise. A web-based add-on module, FormWise allows users to create fully customized online forms and integrate them directly within their workflow processes for streamlined data gathering, lead tracking, and form storage. The integration with Google Analytics enables linking dynamic content to marketing, lead tracking, and sales events to improve customer experiences and boost bottom lines. With each web click activity linked with Google Analytics, data can be viewed per customer, per ticket, and per event to measure conversion rates, sales qualification rates, and verified lead value.
New & Improved Email Announcement for Marketing and Sales Email Response Tracking
Also new in the latest release of ServiceWise and CustomerWise is the email announcement functionality, enabling the creation of content, scheduling of delivery, monitoring delivery progress, and tracking the receptiveness of announcements by recipients. With the robust html editor, users can create dynamic content based on a specific recipient’s information, include traceable hyperlinks, and schedule announcement delivery. A summary dashboard conveniently shows statistics on the email announcement and as users click on the embedded hyper-links, resulting Web clicks are recorded and auto associated with the contacts and the customers.
Improved Professional Service & Time Tracking Management
To help ensure on-time performance and adherence to project plans and budgets, TechExcel has enhanced the professional service and time tracking management capabilities of ServiceWise and CustomerWise. Organizations can now easily create service contracts that automatically deduct billable time spent on the tickets and events individuals are working on against the remaining service time balance. Additionally, new Service Tracking Asset functionality enables sales and time tracking budget management. Service and tracking assets can now be created based on defined asset templates and included as part of the sales quoting engine within the sales project of ServiceWise and CustomerWise. For multiple service assets with a customer, TechExcel enables the option of adding the new service time to the remaining balance of an existing service contract or creating a new service asset based on time defined in the quote.
Project Plan Integration with Team Web Client
TechExcel’s Project Plan, an intuitive yet extremely powerful tool for project planning and project scheduling had been enhanced. This add-on module integrates directly with ServiceWise and CustomerWise projects and sub-projects, provides both Gantt and Task Workload views, and has been incorporated in the team web client in version 9.2. A resource management system adds to the robustness of Project Plan, enabling managers to easily allocate resources as necessary. Users can assign, un-assign, as well as, indicate the amount of time a resource should be putting towards a particular task. Project Plan also enables managers to assign projects based on the skill level of team members.
Convenient Team Calendar
ServiceWise and CustomerWise 9.2 also include a convenient new Team Calendar where licensed users can quickly see what events or other items are scheduled or upcoming. It provides a page that lists out the To-Do items and helps users schedule their work day. New events and incidents can be created directly in the calendar, making scheduling or rescheduling of items easily accessible. The view can be filtered to display only an individual’s events or all the events of a support team or group and has extensive filtering options.
TechExcel is dedicated to developing ITSM and Customer Support software solutions with built-in intelligence that can be configured by users to optimize their business processes. On-demand web seminars and personal demonstrations of TechExcel ServiceWise and CustomerWise are available. Call 800-439-7782 ext 5 or visit www.techexcel.com for additional information.