Corporate Knowledge Base

Manages 'Knowledge Objects' created by the Coresoft suite of modules allowing these to be assigned for access through the Internet by Customers (FAQ or Search Engines) or staff from service and Marketing screens. Automates information distribution using mailing lists, User groups, interest groups and target markets, newsletters and direct marketing.

Support/Help Desk

Coresoft Customer Support System is a comprehensive support issue tracking, management, resources allocation and billing system. It provides a centralised support services management platform, working in conjunction with Call Centre Inbound Problem tracking / routing, Sales Opportunity Management, Order Processing, Accounts Receivable.

Features Include:

• Support Calls created from service, Call Centre Operators
• Customers can create, maintain & enquire on support work over the Internet
• Quotations prepared in the system and emailed to customer directly
• Quotation estimator helps to cost the work
• Time entry includes work category that defines when charged under current agreement
• Time entry creates Knowledge base entries
• Call status manages the process a call is moved through ensuring no steps missed
• Keeps customer informed of changes by email
• Opportunity management allows forecasting and pipeline reporting for service work
• Logging records all incoming / outgoing interaction on a call with customer