The ARCAD-Customer Help-Desk is a latest generation technical support management suite, offering more services with the same simplicity of use. ARCAD-Customer takes end-user relations to a new level and extends management and control over the technical support activity.
"I
wish to thank ARCAD Software for the reliability and ease-of-use
of its products. These are qualities that we appreciate
every day when using ARCAD-Customer. When I see the high-level
of technology and the constant expansion and enrichment
of the ARCAD range (Deliver, Verifier, DTC etc.), I actually
miss being a developer".
By
G. BULFAY, Carrefour Europe.
BROCHURE(S)
Overall presentation of our company and
productsPDF
Computing has become the primary productivity tool for all companies. A quality service guarantee is therefore the top priority of IT departments. The end user is an increasingly well-informed and demanding "customer" of the IT department. And you are required to meet his support expectations with greater operational transparency.
In just this way, the ARCAD-Customer suite can help you achieve maximum professionalism in technical support. Users will appreciate your service quality on a daily basis, and you will adopt a new piloting position over support tasks. ARCAD-Customer offers a solution for:
Request management
It goes without saying that for a software organization to be efficient, a toolset for managing user requests is primary and indispensable. It formalizes the vendor-customer relationship and brings greater organizational clarity. ARCAD-Customer can handle all types of request, hardware, software, or other. It also centralizes the skills of support contributors and manages their load levels. Thanks to its workflow features, information exchanges and documents are e-mailed and grouped as interventions. Priorities and severities are managed on both user and technical support sides. Users are kept up-to-date on the progress of their requests.
Management of Incident Reports/Change Requests
When a request leads to a modification in the system, you can directly transform the request into an Incident Report or Modification Request. You can then use this standard format to communicate with your suppliers or internal departments. If you also have the ARCAD-Skipper suite, you can attach these documents to the version control process itself. When a version is transferred to production, further information is returned (requests to be closed, new version used).
Escalation procedures
If you have implemented a Service Level Agreement (SLA) approach, you can define all your inter-department operational rules. These procedures guarantee your quality of service by automating task reminders.
Knowledge bases
Centralizing team knowledge into a history of problem resolutions becomes a real asset. The systematic use of these knowledge bases leads to major productivity gains. You can also attach documents to any entry in the knowledge base so as to build up a fully documented database, all of which is scanned by the search engine.
Statistics/dashboard
To be able to pilot your technical support activity, you need to be kept permanently up-to-date on the status of your open requests, about which domains they concern, the average time to resolution, etc. ARCAD-Customer will summarize all this information in graphical form, navigable in real-time, so that your decisions are taken with maximum visibility.
TECHNICAL ARCHITECTURE...
ARCAD-Customer is a completely multi-platform product, developed entirely in Java using all the most up-to-date technology (Application server, EJB).
The solution's 100% Intranet/Internet architecture offers:
Tremendous flexibility,
Simple use and deployment,
Total integration within your information system.
ARCAD-Customer also interfaces with SMTP-standard e-mail systems. Automatic notification systems for many events are based on use of this e-mail system. Customer's page presentation is entirely customizable to fully integrate with your company’s graphical charter.
PREREQUISITES...
Windows NT/2000/XP/2003.
The minimum database levels supported are Interbase 6, DB2 7, DB2 400 V4R4, Oracle 8, Microsoft SQL Server 7. OS400, or Unix, for those who run already on Websphere Application Server.
SRENGTHS...
Simple to implement,
Easy integration with other 3rd party software (asset management, CRM, etc.),
State-of-the-art technical architecture according to your standards,
